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So What's Your Point? (Communication models (4) ((1) Explanation model…

- - - - impact statement
    - - complete the explanation of the problem before discussing the solution
      - Make sure of logical progression of thought to the explanation
      - When stating a problem, include an impact statement
  - - - avoid introducing an isse that has not been discussed previously. no surprise in the close, please!
  - - - reinforcing phases
        
        "you're absolutely right"
        
        "good point"
        
        "right on"
        
        "you've got it"
        
        "you're right about that"
    - - ie: if people dont get their checks, we will never be forgiven
    - - use the Agreement model when someone agress with your problem and/or your solution
      - when having a discussion or giving an explanation, look for agreement or listen for supportive statements, then reinforce and expand before continuing
  - - - let the other person know that you share his/her values --> take them from a doubting frame of mind to an agreeing frame of mind & make the substantiation less confrontational.
      - Example
        
        You: Well, we certainly don't want to have someone to work OT unless it is absolutely necessary
        
        Boss: I'm not convinced that OT is called for.
    - - You: here's what we're up against. [why OT is inevitable]
  - - - Scenario 3: Conflict
        
        Boss: No way? Prior written approval is required from top mgt for OT, and it is too late to get approval now!
        
        you: So, your concern is making sure we have prior written approval for OT from top mgt?
      - Scenario 2: Confusion
        
        Boss: Forget it, John has put in too much OT already
        
        You: Are you concerned about the budget?
      - Scenario 1: Question
        
        Boss: Hasn't John already put in an awful lot of OT lately?
        
        You: Let me see if I have this right. Are you concerned about the amount of OT John has worked? or "So you want to know the amount of OT John has been working?
      - Why Rephrase?
        
        validate the communication
        
        Create an agreeable mindset
        
        Allow you more time to formulate an answer. A quick answer can make a question seem trivial.
        
        Force yourself to listen
    - - Scenario 1: question
        
        You: John has worked OT 4 times in the past 6 weeks
      - Scenario 2: conflict
        
        1: Be kind and consider so that the other person will mirror your behavior
        
        You: I could be wrong and I will be happy to check, but I don't think John has worked OT for several weeks.
        
        2: Minimize with alternatives, proving that the food more than offsets the bad
        
        You: well, it looks like we are facing the greater of two evils. we have to ask ourselves, what is more upsetting to upper mgt (1) a $250 overrun in the OT account, or (2) 10k people complaining bc they did not get their paychecks on Monday?
        
        3: Minimize through compromise
        
        If there is no funding available for OT,, you could suggest that John will be given double compensatory time off next week to make up for working during the weekend