Understanding intent is key to improving the quality of communication. This tool describes each of the four types of intent in detail and provides useful tips for people who want to display positive intent. Introduction There are four types of intent that underlie all communication: affirming, controlling, defending, and withdrawing. Everyone displays all four types …
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Leaders can use this tool to help people express their underlying conflicts and resolve them. It gives people a way to talk about their differences without triggering defensive responses. When used regularly, Inner Scripts can dramatically increase morale and cut down on the time spent dealing with conflicts. What are Inner Scripts? Imagine a situation …
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These are some favorite “small group ice-breakers for meetings” to help teams and groups get into a relaxed and open frame of mind for discussing important issues. Each of these group icebreakers has proven successful many times over – so they’re guaranteed to work. Pick and choose – or try them all. This is a …
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This tool describes a process for conflict resolution, both organizational and personal. By following this map, you will be able to identify the kind of conflict you encounter, determine your role in it, and figure out the shortest, easiest path to resolving the conflict. Both individuals and groups can use this tool. Download the PDF …
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When discussing an issue or solving a problem, people often jump to conclusions before they spend time talking about what the problem is – or what data they have at hand. The Circle of Assumptions teaches us an orderly way to think about problems, starting with data and building toward conclusions. It enables us to …
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The art of communicating authentically is a learned skill. It takes coaching and practice to do it well. Communicating authentically means being honest, open and thoughtful in what you say – and in how you listen and respond to what you hear. This tool describes four effective communication skills that will help leaders communicate authentically. …
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How can understanding communication styles benefit you? If you’re like me, you work with groups of people all the time. Maybe you’re a manager; maybe you’re involved in a volunteer group; maybe you’re part of a sales team or a product development team. The reality is, most everyone works with at least one group or …
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Watching President Obama in the first months following the election, I’m impressed by how much more confident and clear he is in his communication. Without question, the election cycle helped him rediscover his voice. He was decisive and bold this week, for example, in explaining his strategies to reduce gun violence. Perhaps he took a …
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This is a story of what is good customer service – and how the small things matter. Ultimately, it’s a story about trust. What is Good Customer Service? I recently bought a new Nissan hybrid. As part of the deal, I turned in my previous Nissan, which I had leased. The sales manager at the …
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David Pogue, the New York Times columnist, writes in Scientific American this month about the “hostile media effect.” This is a cognitive phenomenon where people who hold strong opinions about something perceive that media coverage of that topic is prejudiced, no matter how neutral the coverage actually is. The same phenomenon happens in groups. People …
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