Page 43 - FLL Virtual Binder 2018

Collaborative Communication Techniques – Application
Instructions: In partners, assume the role of either Person A or B in the examples below. Read Take 1 aloud, then discuss what is likely going to de-rail this conversation. Read Take 2 aloud then discuss how the conversation has a better start. Discuss how you would have this conversation using your own words and style.
Practice applying the techniques to achieve shared understanding such as:
Example #1 Take 1:
• Active listening
• Language of leaders
• Ownership language
• Trigger phrases
• Positive language • Saying No
• Re-directing
Person A: “I thought that the policy said that exit was only supposed to be used for emergencies? Why is it that I always see you going through there?”
Person B: “I don’t think it’s really any of your business. I’m head of safety and I can go wherever I like. Why are you questioning me?”
Person A: “Well then, you should know the policy and you should be setting the example.”
(The stage for conflict has been set and there’s no shared understanding.)
Take 2: (Read Take 2 aloud and discuss how Person A has turned this exchange into a constructive dialogue.)
Person A: “Hey John, do you have a minute? Person B: “Yeah, what’s up?”
Person A: “I’d like to ask you about one of our company policies. I thought that that exit was only supposed to be used for emergencies. Am I reading the policy correctly?”
Person B: “Yeah, that’s right. Why are you questioning me?”
Person A: “I’m questioning my understanding of the policy. I’ve seen you use the
exit a few times and I wondered if I misunderstood the policy.” Person B: “I’m head of safety, so sometimes I go through there.”
Person A: “Oh, I see. My concern is that other people may not be aware of your safety responsibilities and may think that it’s okay for them to use that door too. Do you see how people might think that?”
Front Line Leadership Module: Communicate to Lead
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