Business communication 5 steps to create mutual understanding
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Transcript of Business communication 5 steps to create mutual understanding
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
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
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
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
© 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 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
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
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