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Date: 2015-10-07; view: 448.

Conversation as Communication

Reading

Communication is best achieved through simple planning and control. In everything you say or hear, you must look out for possible misunderstanding and clarify the ambiguity. And here are some rules: Rule 1: PLAY BACK for confirmation. Rule 2: WRITE BACK for confidence. Rule 3: GIVE BACKground for context.

Assertiveness is highly important. The definition of to assert is: "to declare; state clearly". This is your aim.

When you have a difficult encounter, be professional, do not lose your self-control because, simply, it is of no use. Some managers believe that it is useful for "discipline" to keep staff a little nervous. Thus, these managers are slightly volatile and will be willing "to let them have it" when the situation demands. If you do this, you must be consistent and fair so that you staff know where they stand. If you deliberately lose your temper for effect, then that is your decision - however, you must never lose control. At the end of a conversation, you have to give people a clear understanding of the outcome.

A meeting is the ultimate form of managed conversation. And an agenda of any meeting is of high priority. The purpose of an agenda is to inform participants of the subject of the meeting in advance, and to structure the discussion at the meeting itself. In order to maintain communication you could use the most important tools:

- Clarification – always clarify: the purpose of the meeting, the time allowed, the rules to be observed (if agreed) by everyone.

- Summary – at each stage of the proceedings, you should summarize the current position and progress: this is what we have achieved/agreed, this is where we have reached.

- Focus on stated goals – at each divergence or pause, re-focus the proceedings on the original goals.