Business communication 5 steps to create mutual understanding

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Business Communication:

5 steps to create mutual understanding

Step 1: Practice active listening

© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch

listen carefully overcome prejudices

summary ofthe thingsyou heard

ensure you understand

correctly

shift perspectives

show interest and respect avoidance of conflicts &

misconceptions

understanding each other

=

+ + +

+ =

Step 2: Eloberate solutions in a dialogue process

instead of discussing topics to death

Not my

fault

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I told youbefore!But…The weak €

caused thedisaster

My bonusis at riskWe need a root

cause analysis

??

I would like to add…

Your viewis

interestingIn my

oppinion…

Have I understood

youcorrectly?

Good!

Yes

Discussion Dialoguebreaks topics into pieces focus on positions

restricted view of thingsnot everyone is open and honest

holistic viewcards put on the table active listening

diversity of opinionrespect

Step 3: Search for common interests

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I want to:

•stick to forecast

•have costs under control

•stop overspending

•motive staff

•hire more analysts

•reward high performers

• increase awareness forfinancial 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 bonussolution in due considerationof my interests

solution in due considerationof my interests

Step 4: Get a feel for hidden human factors

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iceberg model

visible

un

visible

human nature,universal values

culture, values

socialisation

shaping experiences

attitude, believes, convictions

motivation factors

emotions not shown

trig

ge

rfo

r

believes he will make a careerout of hard work

is motivated because of hisnice colleagues

has been educated as free thinker,questions all authority

was ribbed at school abouther dark skin colour

attended an elite university,is performance oriented

is Jehova’s witness

a recent bonus paymentencourages him

comes from Turkey, valueshis family above all things

feels left out

ic

eb

er

g-

la

ye

rs

the

de

ep

erth

eh

eavie

rto

mo

veo

rch

ange

ic

eb

er

g-

su

rf

ac

e

.

.

.

..

.. .

actionscharacteristcs

reactions

oppinionsbody language commitments

wordingworking styles

social behavior

relationsships

.

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 aboutI am angry, I feel exploited

1. Factual information

2. A

pp

eal

3. Relationship

4. S

elf

-re

vela

tio

n

Adaption of Schulz von Thun’s communication square

© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch

© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch

More steps to come.