Business communication 5 steps to create mutual understanding
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business communication, conflict avoidance, sides of a message, communication square, common interests, dialogue, active listening, communication improvement, iceberg, conflict prevention, misunderstanding avoidance, mutual understanding, 5 steps, conflict management, sommer & partner
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Business communication 5 steps to create mutual understanding
- 1. © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch Business Communication: 5 steps to create mutual understanding
- 2. Step 1: Practice active listening © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch listen carefully overcome prejudices summary of the things you heard ensure you understand correctly shift perspectives show interest and respect avoidance of conflicts & misconceptions understanding each other = + + + + =
- 3. Step 2: Eloberate solutions in a dialogue process instead of discussing topics to death Not my fault © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch I told you before!But…The weak € caused the disaster My bonus is at riskWe need a root cause analysis ?? I would like to add… Your view is interesting In my oppinion … Have I understood you correctly? Good! Yes Discussion Dialogue breaks topics into pieces focus on positions restricted view of things not everyone is open and honest holistic view cards put on the table active listening diversity of opinionrespect
- 4. Step 3: Search for common interests © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch I want to: •stick to forecast •have costs under control •stop overspending •motive staff •hire more analysts •reward high performers •increase awareness for financial results ?Do you agree on a 5% salary increase for our staff?No ! Eric, Head of Finance Yes ! Sonja, HR Lead potential conflicts I want to: •attract high potentials •offer competetive packages •minimize fluctation •reward high performers •foster HR development •discover talents •stimulate team spirit •motivate staff common interests new solutions! e.g. 2% salary increase plus performance based bonus solution in due consideration of my interests solution in due consideration of my interests
- 5. Step 4: Get a feel for hidden human factors © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch iceberg model visibleunvisible human nature, universal values culture, values socialisation shaping experiences attitude, believes, convictions motivation factors emotions not shown triggerfor believes he will make a career out of hard work is motivated because of his nice colleagues has been educated as free thinker, questions all authority was ribbed at school about her dark skin colour attended an elite university, is performance oriented is Jehova’s witness a recent bonus payment encourages him comes from Turkey, values his family above all things feels left out iceberg- layers thedeepertheheavier tomoveorchange iceberg- surface . . . . . . . . actions characteristcs reactions oppinions body language commitments wording working styles social behavior relationsships .
- 6. S Step 5: Discover the 4 sides of a message Leave me alone! Don’t ask always me ! You are my boss, however, I am not your slave! what I express with words, what I talk about I am angry, I feel exploited 1. Factual information 2.Appeal 3. Relationship 4.Self-revelation Adaption of Schulz von Thun’s communication square © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
- 7. © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch More steps to come.