WTW - Confrontations/Communications
People do take it really seriously and personally because you are confronting their whole thought process…
You can talk about how you feel, and not what they’re doing wrong, because you’re in defense instead of offense.
A few things that you can do:
This is like a counseling experience (impart knowledge to someone who is less than willing to receive that knowledge – and be a catalyst for change)
- It’s not about you, it’s about the other person
- Convey a sense of empathy even if you disagree with their point of view.
- Communicate 1st that you empathise or are trying to see from their point of view.. that you understand what they are thinking
- Remember that this doesn’t have to be a super-charged emotional confrontation… we’re not staging a battle…we’re trying to impart knowledge.
- You need to make sure they feel like they are understood and you are interested in what they are saying… it CANNOT be a lecture… it automatically shuts them down.
Reflective listening techniques:
1. Repeat back what they say: rephrase what they say. “so you’re saying…”
2. “so how does that make you feel…”
3. Keep calm
4. Start out with key phrases that are neutral : “I’m wondering why…” and “Can I ask you a question”
5. Seem passive and not condescending.
Sometimes our initial defensive reaction brings people to put up a wall, how do you neutralize?
Apologize, share how you feel
