IQ-Magazine-Issue-15

IQ employment
talk your
way to
better results
Sure, it sounds easy. So why is it that when things start to go
wrong, we witness or experience poor communications?
We may start with the very best intentions of having a productive
conversation, but often it does not materialise. The points below
will help you take a different approach to these conversations:
When business results are not as good
as you would like, you need to take action.
This inevitably requires communication,
whether it is with a colleague, your manager
or your team. Sam Sales from Call HR
offers her advice.
Feelings v Perspective
The starting point is to ensure there is a clear purpose and
a shared sense of trust. This may not be there, or if it
is, the way you are behaving/communicating may start
to erode this. Make sure you take on the other person’s
perspective, not how they are feeling, as the latter will set
off the alarm bells and trigger a threat response in you. Not
only does it break down the trust with the other person, it
puts you in ‘avoidance mode’ and you are unlikely to get to
the difficult part of the conversation.
Engage Curiosity
To get better results, try to understand the perspective of
the other person (not their feelings). This means, see the
world through their eyes. Try to understand how the other
person is thinking. This will help you appreciate how best
to communicate; consider what is important to them, use
the words they would use and try to tune in to their values/
beliefs. This will help build rapport, encourage trust and is
less likely to derail you to have the difficult conversation.
Empathy
This is essential within any productive conversation, but at
the right time. Empathy shows concern and that you care.
It lets the other person know you will support them. Used
too early, it gets in the way of your own ability to have a
balanced conversation, but used, in the right place, it helps
to build and maintain trust.
So, for most situations where you are trying to improve
business performance, a good degree of self-awareness,
appreciation of the other person and pre-planning of
the conversation will work wonders. Of course there may
be times and places that require a structured, scripted
conversation, perhaps with the support of an HR
professional, but this should only be your back-up option.
More Information
Call HR
www.call-hr.com
01223 919606
issue 15 | page 25