From 6017951b1fa74ea04f0a6c151d4c456fd7b201e0 Mon Sep 17 00:00:00 2001 From: Chasen Le Hara Date: Mon, 2 Dec 2024 08:01:47 -0800 Subject: [PATCH] =?UTF-8?q?Refine=20content=20for=20the=20third=20group?= =?UTF-8?q?=E2=80=99s=20first=20day?= MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit Part of https://bitovi.atlassian.net/browse/LD-691 --- src/technology-consulting/5-communication.md | 433 +++++++++--------- .../6-communication-styles.md | 425 ++++++++++++++--- 2 files changed, 585 insertions(+), 273 deletions(-) diff --git a/src/technology-consulting/5-communication.md b/src/technology-consulting/5-communication.md index 383a696d4..bf207a5cf 100644 --- a/src/technology-consulting/5-communication.md +++ b/src/technology-consulting/5-communication.md @@ -29,24 +29,26 @@ Communication impacts every aspect of our work. It can make or break a project, ### Trust and rapport -Communication builds trust over time. When it’s done poorly, it either fails to establish trust or erodes the trust that has already been built. - We have a whole page on [learn-technology-consulting/building-rapport] because they form the foundation for everything else. Communication is a key component in that foundation. When communication is strong: - Projects run more smoothly. -- We build stronger relationships with our clients. - Clients are happier with the work we deliver. +- We build stronger relationships with our clients. - We have more opportunities to grow our business. When communication breaks down: - Projects experience tension and misalignment. -- Relationships with clients or teammates can deteriorate, sometimes irreparably. - Clients may feel unheard or undervalued. +- Relationships with clients or teammates can deteriorate, sometimes irreparably. - Opportunities are missed because we didn’t listen or understand priorities. +Questions to reflect: + +- Have you worked on a project where the client relationship has deteriorated? + ### Overview The [professional communication](#professional-communication) section highlights maintaining consistency, proactivity, and inclusivity in your interactions. @@ -117,7 +119,7 @@ The [communication planning](#communication-planning) section covers strategies - Define the purpose of your communication and state expectations explicitly. -When reading about [business writing](#business-writing), you'll learn how to create clear, concise, and actionable communication. +When reading about [business writing](#business-writing), you’ll learn how to create clear, concise, and actionable communication. - Specify clear actions and deadlines in your writing. - Avoid assumptions — write for clarity without losing context. @@ -152,16 +154,29 @@ Nonverbal communication affects how your messages are received. Paying attention ### Tone of voice -Your tone of voice often communicates as much — or more — than your words. A well-modulated tone can help you establish trust, express empathy, and convey authority. Misaligned tone, however, can undermine your message or cause confusion. +Your tone of voice often communicates as much — or more — than your words. A well-modulated tone helps establish trust, express empathy, and convey authority. Misaligned tone, however, can undermine your message or cause confusion. Tips and techniques: -- **Match your tone to the message:** Adjust your tone to suit the content and context of your communication. For example, use an enthusiastic tone when sharing exciting news or a calm, steady tone when discussing complex issues. This alignment reinforces your message and makes it more impactful. -- **Avoid monotone speaking:** A monotone delivery can make even the most engaging content seem boring. Vary your pitch and inflection to keep your audience’s attention and signal when something is especially important. -- **Use an assertive yet friendly tone:** Strive for a tone that is confident but not aggressive. Being assertive conveys authority and clarity, while a friendly tone fosters approachability and collaboration. This balance encourages open dialogue and mutual respect. -- **Express empathy through vocal warmth:** Incorporate warmth into your voice to show understanding and compassion, especially when addressing concerns or challenges. A softer tone can reassure clients and colleagues that you are supportive and invested in resolving issues. -- **Avoid negative or defensive tones:** Stay conscious of how stress or frustration can affect your tone. Speaking in a harsh or defensive manner can alienate others and escalate tensions. Take a moment to breathe and compose yourself if you feel negative emotions surfacing. -- **Practice neutrality during emotional moments:** If a client or colleague expresses frustration, respond with a neutral tone to de-escalate the situation and show professionalism. Avoid matching emotional intensity unless it’s constructive, like sharing excitement over a win. +- **Avoid monotone speaking:** A monotone delivery can make even the most engaging content seem boring. Vary your pitch and inflection to maintain your audience’s attention and emphasize important points. +- **Match your tone to the message and audience:** Adjust your tone to suit the content, context, and recipient. For example, use an enthusiastic tone when sharing exciting news, a calm, steady tone when discussing complex issues, or a warm tone when supporting someone. This alignment reinforces your message and builds stronger connections. +- **Avoid negative or defensive tones:** Stress or frustration can unintentionally affect your tone, alienating others or escalating tensions. Pause to compose yourself and ensure your tone remains calm and constructive. + +- **Use neutrality for de-escalation:** When a client or colleague expresses frustration, respond with a neutral, professional tone to de-escalate the situation. Avoid mirroring emotional intensity unless it’s constructive, like celebrating a success. +- **Balance assertiveness and approachability:** Use a tone that is confident yet friendly. Assertiveness conveys authority and clarity, while approachability encourages collaboration and openness. For example, Controllers may value assertiveness, while Supporters may respond better to warmth. +- **Express empathy through vocal warmth:** A warm tone demonstrates understanding and compassion, especially when addressing concerns or challenges. This approach reassures clients and colleagues that you are supportive and invested in resolving issues. +- **Adapt tone to personality styles:** Tailor your tone to the communication preferences of Doers, Talkers, Supporters, and Controllers. For example: + - Doers prefer concise, action-oriented tones. + - Talkers enjoy enthusiasm and energy. + - Supporters value warmth and empathy. + - Controllers appreciate steady, neutral professionalism. + +Tone is a dynamic tool. Adjust it thoughtfully to ensure your message is well-received and builds trust, understanding, and collaboration. + +Questions to reflect: + +- When a team member or colleague expresses frustration, is it ever appropriate to mirror their emotional intensity, or is it always better to respond with a neutral tone? +- How do you balance assertiveness and approachability with different communication styles? #### Example @@ -207,7 +222,7 @@ Tips and techniques: - Voice: High-pitched, with a sharp rise in intonation. - Pacing: Sudden shifts, sometimes speeding up mid-sentence. - Facial Expression: Wide eyes, raised eyebrows, open mouth. - - Example: “The *project is going live* next week?” I didn’t see that coming! + - Example: “The *project is going live* next week?” I didn’t see that coming! --- @@ -224,7 +239,7 @@ Tips and techniques: - Example: “The project is… going live next week…” I just hope it’s ready. **Surprised:** - - Example: “The *project is going live* next week?” I didn’t see that coming! + - Example: “The *project is going live* next week?” I didn’t see that coming! **Disgusted:** - Example: “*The project* is going live next week.” Ugh, can you believe this? @@ -247,6 +262,11 @@ Tips and techniques: - **Monitor your audience’s reactions:** Pay attention to whether listeners appear confused or disengaged, and adjust your pace or delivery as needed. If they seem lost, slow down or ask for feedback. - **Record and review your speaking patterns:** Record yourself during practice sessions or meetings to identify areas for improvement. Listening back allows you to assess your pitch and pace objectively and make adjustments as needed. Over time, this self-awareness enhances your overall communication skills. +Questions to reflect: + +- When is a moderate speaking pace not appropriate? +- How can you become aware of your delivery and pace, to improve it? + ### Personal space and professional boundaries Respecting personal space is essential for creating a comfortable working environment. This applies to both physical and virtual settings. At Bitovi, consultants often collaborate across cultural and professional boundaries, making it important to recognize and respect varying expectations about personal and conversational space. @@ -402,7 +422,7 @@ Questions to reflect: - In what ways does my emotional state influence the way I communicate with clients or colleagues? - How do I typically react when I’m frustrated or stressed? How does this reaction affect my communication? - How can I make sure that my communication is clear and professional, even when I’m experiencing strong emotions? - + ### Self-regulation Self-regulation is the ability to manage your emotions, impulses, and reactions, especially in challenging situations. It means staying calm, being adaptable, and maintaining professionalism under pressure. @@ -1231,13 +1251,14 @@ One useful tip for clarity is to keep your sentences simple and direct. Instead Tips and techniques: -- **Use simple language:** Avoid technical jargon or overly complex words unless necessary. For example, instead of “leverage,” write “use.” -- **Define acronyms and terms:** If you do use jargon, be sure to define it. Write: “The API (Application Programming Interface) integration is complete,” the first time you use “API.” +- **Use simple language:** Avoid technical jargon or overly complex words unless necessary. For example, instead of “leverage,” write “use.” +- **Define acronyms and terms:** If you do use jargon, be sure to define it. Write: “The API (Application Programming Interface) integration is complete,” the first time you use “API.” - **Use full words over abbreviations:** Avoid using abbreviations like “xscriptions” for “transcriptions” to keep communication clear, especially for ESL colleagues. If you find yourself using abbreviations often, use a text replacement utility (e.g. Text Expander) to have the abbreviation expanded to the full text. - **Use universal date formats:** Stick to clear, universally understood date formats (e.g., YYYY-MM-DD) to avoid confusion. For example, 12/9 could mean September 12 or December 9, so use 2024-12-09 instead. +- **Specify the timezone:** Always include the timezone when communicating with other people, e.g. “1 PM CT.” - **Illustrate your point:** Use analogies or visual aids to make your writing easier to understand. -- **Focus on one idea per sentence:** Instead of: “The module is outdated, and the performance issues it causes impact users,” write: “The outdated module causes performance issues that impact users.” +- **Focus on one idea per sentence:** Instead of: “The module is outdated, and the performance issues it causes impact users,” write: “The outdated module causes performance issues that impact users.” - **Simplify complex ideas:** Break down complicated topics into manageable parts using bullet points or numbered lists. - **Read it aloud:** If it sounds confusing to you, it will likely be unclear to the reader. - **Ask a colleague to review:** A fresh perspective can highlight areas for improvement. @@ -1276,7 +1297,7 @@ Tips and techniques: - **Avoid redundancy:** Simplify phrases to remove unnecessary repetition without losing meaning. - **Edit for clarity and brevity:** Review your writing critically to shorten it while retaining key points and ensuring it’s direct and clear. - **Use bullet points or lists:** Instead of a dense paragraph, a more readable list. -- **Combine related sentences:** Instead of: “The site has been updated. It includes new security features,” write: “The site has been updated with new security features.” +- **Combine related sentences:** Instead of: “The site has been updated. It includes new security features,” write: “The site has been updated with new security features.” - **Set a word count limit:** Challenge yourself to reduce an email to half its original length while retaining the message. Questions to reflect: @@ -1308,9 +1329,9 @@ Tone conveys your attitude and intent. The wrong tone can lead to misinterpretat Tips and techniques: -- **Use positive phrasing:** Write: “Here’s a better approach” instead of “This approach won’t work.” -- **Be polite, not passive:** Say: “This solution works best because…” instead of “I think this might work because…” -- **Avoid emotional or ambiguous language:** Use: “The timeline needs adjustment” instead of “This timeline is a disaster.” +- **Use positive phrasing:** Write: “Here’s a better approach” instead of “This approach won’t work.” +- **Be polite, not passive:** Say: “This solution works best because…” instead of “I think this might work because…” +- **Avoid emotional or ambiguous language:** Use: “The timeline needs adjustment” instead of “This timeline is a disaster.” - **Check for unintended tone shifts:** Ensure your tone is consistent, e.g., avoid an overly casual phrase like “Hey, just ping me!” in a formal document. #### Common written tone pitfalls and how to avoid them @@ -1421,8 +1442,8 @@ Questions to reflect: Good structure makes your writing easier to navigate and understand. Structured writing helps readers quickly identify key points and take necessary actions, especially in detailed reports or technical documentation. -**Example:** Instead of a long email with unstructured text, use headings like: -**Subject:** "Next Steps for API Integration" +**Example:** Instead of a long email with unstructured text, use headings like: +**Subject:** “Next Steps for API Integration” 1. **What’s completed:** Initial API tests are done. 2. **What’s next:** We need feedback on the test results. 3. **Deadline:** Please provide feedback by Friday. @@ -1434,7 +1455,7 @@ The lede is the summary or the essence of your argument. If you “bury” it un Tips and techniques: - **Start with a CTA, summary, or clear objective:** Begin with: “This email outlines the next steps for the project” instead of diving into details. -- **Use headings and subheadings:** Divide content into sections like “Overview,” “Challenges,” and “Recommendations.” +- **Use headings and subheadings:** Divide content into sections like “Overview,” “Challenges,” and “Recommendations.” - **Keep paragraphs short:** Aim for 3–5 sentences per paragraph to improve readability. - **Use the “inverted pyramid” method:** Begin with critical information, like: “Deployment will occur on Friday at 10 AM,” then provide supporting details. - **End with a call to action or summary:** Conclude with: “Please confirm your availability for a quick sync on this by Thursday.” @@ -1506,29 +1527,32 @@ Consider the following thoughts. Find a way to organize this into relevant categ ## Professional communication -Professional communication combines clarity, inclusivity, and proactive effort. By setting clear expectations, staying open-minded, and showing empathy, you foster productive relationships with clients and teammates. Keeping others informed and collaborating effectively ensures that projects run smoothly and problems are addressed before they escalate. +Consistency, respect, and inclusivity are key components of professional communication and meaningful relationships. By maintaining reliable communication, honoring diverse perspectives, and fostering an environment where everyone feels valued, we build trust and create opportunities for collective success. Keeping others informed and collaborating effectively ensures that projects run smoothly and problems are addressed before they escalate. ### Consistency -Consistency and reliability in communication build trust and keep everyone informed. In consulting roles, especially in remote settings, regular updates and clear expectations are crucial for effective collaboration. +Consistency and reliability in communication builds trust and keeps everyone informed. In remote roles, regular updates and clear expectations are crucial for effective collaboration. #### Always be moving -Always ensure your progress is observable. _Not a single day should go by without some sort of observable progress._ Even if you’re working on a feature or bug that spans multiple days, avoid prolonged silence until it’s finished. +Always make your progress observable. _Not a single day should go by without some sort of observable progress._ Even if you’re working on a feature or bug that spans multiple days, avoid prolonged silence until it’s finished. To maintain transparency: - **Update task statuses promptly:** Change the status of tickets as you begin work, and open pull requests marked as “Work in Progress” (WIP). - **Push work regularly:** Ensure you push your work at the end of each day to keep progress visible. -- **Engage with team members:** Reach out to clients or colleagues to review your work and confirm mutual understanding of tasks. + +Questions to reflect: + +- What are other ways you can always show observable progress? #### Tell before being asked -Remote work adds additional challenges to an already difficult job. As a consultant you want to optimize for value — since your client can’t observe your work, you have to communicate it. +Remote work adds additional challenges to an already difficult job. In general, you want to optimize for value — since remote team members can’t observe your work directly, you have to communicate it. -Be proactive in your communication. Don’t wait for clients or stakeholders to ask for updates — anticipate their needs and inform them of developments, especially significant changes. For example, if you foresee a delay, inform the client early, explain the reasons, and outline the steps to mitigate the issue. This approach builds confidence in your ability to manage the project. +Be proactive in your communication. Don’t wait for team members or stakeholders to ask for updates — anticipate their needs and inform them of developments, especially significant changes. For example, if you foresee a delay, inform your team early, explain the reasons, and outline the steps to mitigate the issue. This approach builds confidence in your ability to manage the project. -If your client has to ask you what that status of a ticket is, outside of a daily scrum meeting, you need to communicate more. Your client is your client, not your manager. You gain and keep confidence by lining up your progress with their expected progress. +As a consultant, if your client has to ask you what that status of a ticket is, outside of a daily scrum meeting, you need to communicate more. Your client is your client, not your manager. You gain and keep confidence by lining up your progress with their expected progress. Never feel like you are bothering your client by sending them a gif or short movie every day, showing your progress. @@ -1536,9 +1560,13 @@ Tips and techniques: - **Celebrate and share your wins:** When you update a tool or process that benefits the team, communicate the improvement. This builds goodwill and showcases progress. +Questions to reflect: + +- How do you anticipate your team’s or stakeholders’ needs? + #### State expectations explicitly -State expectations explicitly to avoid misunderstandings. When communicating, restate goals, actions, and tasks clearly, both verbally for immediate confirmation and in writing for documentation. If you’re unsure about your understanding, it’s better to clarify than to proceed incorrectly, which could lead to wasted time and frustration. +State expectations explicitly to avoid misunderstandings. When communicating, restate goals, actions, and tasks clearly, both verbally for immediate confirmation and in writing for long-term documentation. If you’re unsure about your understanding, it’s better to clarify than to proceed incorrectly, which could lead to wasted time and frustration. Often, projects or discussions conclude without clear roles or responsibilities. In such cases, take the initiative to add structure: @@ -1555,21 +1583,44 @@ Tips and techniques: - **Create communication templates:** Develop templates for status updates or progress reports to maintain consistency and save time. - **Maintain a communication log:** Keep track of key communications, discussions, and follow-up actions to monitor consistency and accountability. +Questions to reflect: + +- Have you worked on projects where expectations between team members did not match? How did you resolve it? + ### Respect -Effective communication means respecting the diverse identities and experiences of your coworkers and clients. Using clear, inclusive, and respectful language helps everyone work better together, especially when dealing with sensitive topics. +Effective communication is built on respecting diverse perspectives, identities, and experiences. Using clear, inclusive, and respectful language fosters better collaboration and helps create a supportive, professional environment. + +Being mindful of how your words and actions affect others is key to maintaining respect and inclusivity in any setting. + +- **Handle disagreements:** It’s natural to disagree at times, but always do so respectfully. For example, say, “I see your point, but I have a different perspective,” rather than dismissing someone’s ideas outright. +- **Introduce yourself with pronouns:** Share your pronouns when introducing yourself. For example, “Hi, I’m [Your Name], and I use they/them pronouns.” This sets a welcoming tone and encourages others to share theirs. +- **Use preferred pronouns:** Always use the pronouns people prefer. If you’re unsure, it’s okay to ask politely or use “they” until clarified. +- **Respect names and pronunciations:** Never hesitate to ask someone how to pronounce their name. It’s better to ask than to guess or get it wrong, as this demonstrates genuine respect. +- **Address accessibility thoughtfully:** If you’re in a position to help, such as organizing a meeting, ask about accessibility needs in a respectful way (e.g., “Is there anything I can do to make this space more accessible for you?”). +- **When in doubt, ask:** Whether it’s about pronouns, names, or accessibility, asking politely and thoughtfully is always better than making assumptions. -Being conscious of the impact your words and actions have on others helps maintain a respectful and inclusive workplace. +Never be pushy about these things, especially if it’s not appropriate for your role or the situation. -- **Use preferred pronouns:** Always use people’s preferred pronouns in all communications. If you’re unsure, politely ask or listen to how they refer to themselves. For example, “Hi, my name is [Your Name], and I use he/him pronouns. How about you?” -- **When in doubt, ask:** Respectfully ask others about their names, pronouns, accessibility needs, or anything else to maintain respect. +Tips and techniques: + +- **Avoid assumptions:** Don’t assume that everyone has the same perspective or experience. Instead, ask questions to understand their viewpoints. Phrasing like, “Can you share your thoughts on this?” encourages open dialogue. +- **Respond to pronoun mistakes appropriately:** If a wrong pronoun is used, correct it promptly and move on without drawing excessive attention. + +A colleague’s perspective on pronouns: + +> If you witness or inflict a misgendering through name or pronouns in a brief quickly corrected accidental moment, in 99.9% of cases, you should not bring it up again with the person misgendered at all. Any conversation about it re-opens the wound/irritation/uncomfortable situation, keeps their attention on it much much longer than it needs to be, and can really cause a lot more damage than something that will have otherwise been completely forgotten. +> +> It makes sense to bring it up with managers if you think it needs to be noted and want to be supportive; they can quietly keep an eye out for any patterns. Please try to avoid dragging it out with the misgendered person though. + +### Inclusivity Inclusivity is a core Bitovi value. Part of that is recognizing how people want to be identified and making an effort to use the terms they prefer. It’s a small step that goes a long way in creating a positive, collaborative environment. -- **Avoid problematic colloquialisms:** Steer clear of expressions with unintended negative connotations or cultural insensitivity, such as “long time no see.” Use clear and neutral phrases like “it’s been a while” or “general guideline.” - **Use gender-inclusive language:** Choose words that respect and acknowledge the diversity of your audience. Avoid gendered terms like “guys” or “ladies”; instead, use neutral terms like “everyone,” “team,” or “folks.” Be mindful of cultural references or idioms that might not resonate with everyone. -- **Avoid words with racial bias:** Allowlist/denylist (not whitelist/blacklist), pre–approved (not grandfathered in), etc. -- **Eliminate ableist language:** Refrain from using words like “blind,” “crazy,” “crippling,” “crutch,” “lame,” or “deaf” metaphorically. Instead, choose specific, non-derogatory language. For example, say “I didn’t notice that issue” instead of “I’m blind to that issue.” +- **Avoid language with harmful connotations:** Use terms like allowlist/denylist (instead of whitelist/blacklist) and pre-approved (instead of [grandfathered-in](https://www.npr.org/sections/codeswitch/2013/10/21/239081586/the-racial-history-of-the-grandfather-clause)). This avoids language rooted in or associated with negative or exclusionary connotations. +- **Eliminate ableist language:** Refrain from using words like “blind,” [“crazy,”](https://personifycorp.com/blog/10-words-you-should-stop-using-in-the-events-industryand-everywhere/) “crippling,” “crutch,” “lame,” or “deaf” metaphorically. Instead, choose specific, non-derogatory language. For example, say “I didn’t notice that issue” instead of “I’m blind to that issue.” +- **Avoid problematic colloquialisms:** Steer clear of expressions with unintended negative connotations or cultural insensitivity, such as [“long time no see.”](https://personifycorp.com/blog/words-to-stop-using/) Use clear and neutral phrases like “it’s been a while” or “general guideline.” - **Be mindful of cultural differences:** Recognize that communication styles and meanings can vary across cultures. By being open to learning about and respecting different cultural norms, you can communicate more effectively in diverse teams. Clear and inclusive communication ensures everyone can fully understand and engage in conversations. @@ -1580,16 +1631,17 @@ Clear and inclusive communication ensures everyone can fully understand and enga Tips and techniques: -- **Introduce pronouns during introductions:** Share your pronouns when meeting new people to normalize the practice and create an inclusive space. -- **Respond to pronoun mistakes appropriately:** If a wrong pronoun is used, correct it promptly and move on without drawing excessive attention. - **Practice alternative phrases:** Replace common colloquialisms with neutral alternatives until they become second nature — for example, say “I’m extremely busy” instead of “I’m crazy busy.” - **Refer to inclusivity guides:** [Apple](https://support.apple.com/en-euro/guide/applestyleguide/apd91d6c2458/web), [Google](https://developers.google.com/tech-writing/accessibility/self-study/inclusive-language), and [Microsoft](https://learn.microsoft.com/en-us/style-guide/bias-free-communication) have good guidelines for how to avoid abelist language. -A colleague’s perspective on pronouns: +### Collaboration and teamwork -> If you witness or inflict a misgendering through name or pronouns in a brief quickly corrected accidental moment, in 99.9% of cases, you should not bring it up again with the person misgendered at all. Any conversation about it re-opens the wound/irritation/uncomfortable situation, keeps their attention on it much much longer than it needs to be, and can really cause a lot more damage than something that will have otherwise been completely forgotten. -> -> It makes sense to bring it up with managers if you think it needs to be noted and want to be supportive; they can quietly keep an eye out for any patterns. Please try to avoid dragging it out with the misgendered person though. +Good communication is at the heart of strong collaboration. Working together effectively means being able to share ideas, support each other, and handle disagreements constructively. + +- **Open sharing:** Encourage a culture where people feel comfortable sharing their ideas, even if they aren’t fully formed. During brainstorming, remind everyone that all suggestions are valuable. +- **Show appreciation:** Regularly recognize the contributions of others. A simple, “I really appreciate your help with this” goes a long way toward building a positive team environment. +- **Collaborative language:** Use language that reinforces togetherness, such as “we” instead of “I.” This helps foster a sense of shared responsibility. +- **Clarify roles and expectations:** Good collaboration often breaks down when roles are unclear. Make sure everyone understands their responsibilities, and clearly communicate your own role in a project to avoid confusion. ### The impact of language @@ -1604,38 +1656,14 @@ Tips and techniques: - **Rephrase negative statements:** Regularly review your communication for negative phrases and practice rewording them positively. For instance, change, “We can’t meet this deadline” to, “Let’s explore how we can adjust our priorities to deliver quality work.” - **Be mindful of cultural nuances:** Research or ask about preferred communication styles of individuals from different cultural backgrounds to avoid unintended offense or miscommunication. -### Cultural sensitivity and inclusivity - -Effective communication also means being aware of cultural differences and striving for inclusivity. Consultants often work with diverse clients and team members, so understanding these dynamics is key. - -- **Be aware of cultural norms:** Different cultures may have different norms regarding eye contact, personal space, or how direct to be in conversations. Take the time to learn about these differences when working with a diverse team. -- **Avoid assumptions:** Don’t assume that everyone has the same perspective or experience. Instead, ask questions to understand their viewpoints. Phrasing like, “Can you share your thoughts on this?” encourages open dialogue. -- **Adjust your communication:** If you notice that a particular style — such as very direct communication — is causing discomfort, adapt accordingly. For example, some cultures value indirect communication, so it may be helpful to soften feedback in those contexts. -- **Recognize and celebrate differences:** Take time to acknowledge the different backgrounds and experiences within your team. Small gestures, like learning how to pronounce someone’s name correctly, show respect and inclusion. When in doubt, ask! -- **Language considerations:** Avoid jargon or idioms that might be confusing to those whose first language isn’t English. Use straightforward language to ensure everyone is on the same page. - -### Collaboration and teamwork - -Good communication is at the heart of strong collaboration. Working together effectively means being able to share ideas, support each other, and handle disagreements constructively. - -- **Open sharing:** Encourage a culture where people feel comfortable sharing their ideas, even if they aren’t fully formed. During brainstorming, remind everyone that all suggestions are valuable. -- **Show appreciation:** Regularly recognize the contributions of others. A simple, “I really appreciate your help with this” goes a long way toward building a positive team environment. -- **Handling disagreements:** It’s okay to disagree, but it’s crucial to do so respectfully. Use language like, “I see your point, but I have a different perspective,” rather than dismissing the other person’s idea outright. -- **Collaborative language:** Use language that reinforces togetherness, such as “we” instead of “I.” This helps foster a sense of shared responsibility. -- **Clarify roles and expectations:** Good collaboration often breaks down when roles are unclear. Make sure everyone understands their responsibilities, and clearly communicate your own role in a project to avoid confusion. - -### Social awareness in group dynamics - -Understanding group dynamics means recognizing the different roles people play in a group and how these roles affect communication. Awareness of these dynamics helps ensure everyone has an opportunity to contribute. +Social awareness in group dynamics: - **Identify informal roles:** Every group has informal roles — such as the leader, the supporter, the questioner. Being aware of these roles can help you navigate and contribute effectively. For instance, if you’re a leader, ensure you’re including quieter members. - **Spot power dynamics:** Sometimes, certain voices dominate while others are reluctant to speak. Be aware of these dynamics, especially in client settings, and make space for underrepresented voices. You could say, “I’d like to hear what others think about this idea.” - **Adapt to the group:** If the group seems particularly quiet, you may need to be more proactive in encouraging participation. If the group is talkative, focus more on managing turn-taking to ensure everyone has a chance to speak. - **Encourage a positive atmosphere:** Positivity can be contagious. Acknowledge good ideas, smile, and be supportive of others’ input to foster a productive and encouraging group environment. -### Encouraging participation and inclusivity - -In any team setting, it’s essential to create an environment where everyone feels valued and heard. Encouraging participation involves actively ensuring that all voices are included in the conversation. +Encouraging participation and inclusivity: - **Ask open-ended questions:** Questions that start with “how,” “what,” or “why” are more likely to generate discussion and invite input. For example, “What do you all think about this approach?” is better for prompting discussion than yes/no questions. - **Directly invite participation:** If someone hasn’t spoken, consider inviting them to share their thoughts. You could say, “Alex, I’d love to hear your perspective on this.” This makes them feel included without putting too much pressure on them. @@ -1643,9 +1671,7 @@ In any team setting, it’s essential to create an environment where everyone fe - **Rotate responsibilities:** Give different team members a chance to lead parts of a discussion or take on other visible roles. This helps ensure that everyone feels they have a stake in the outcome. - **Create a judgment-free zone:** Make it clear that all ideas are welcome and that it’s okay to share imperfect thoughts. When people aren’t afraid of being judged, they are more likely to contribute. -### Confidentiality and professionalism - -Maintaining confidentiality and professionalism is crucial when dealing with sensitive client information or internal matters. It helps build trust and ensures ethical standards are upheld. +Confidentiality and professionalism: - **Know what’s confidential:** Understand the boundaries of what information can be shared, both within and outside the company. For example, client-specific data should never be discussed casually or shared without proper authorization. - **Respect client boundaries:** Clients may share information that’s not explicitly labeled as confidential but should still be treated with discretion. When in doubt, ask, “Is it okay if I share this with my team?” @@ -1653,100 +1679,39 @@ Maintaining confidentiality and professionalism is crucial when dealing with sen - **Secure information:** Whether you’re sharing documents or just talking about sensitive topics, always use secure methods of communication. For example, avoid discussing sensitive details in an open office or on unsecured platforms. - **Professional demeanor:** Maintain a consistent level of professionalism, regardless of the situation. This includes being punctual, prepared, and courteous in all communications, whether internal or with clients. -### Fostering team culture through informal communication - -Casual conversations, whether it’s a quick chat over coffee or a message in a team channel, are more than just small talk — they’re opportunities to build rapport and trust with your colleagues. These informal interactions help break down barriers, making it easier to collaborate effectively. They also offer a glimpse into the personalities, values, and working styles of your teammates, which can improve understanding and cooperation on projects. - -#### Techniques for initiating and sustaining informal communication in remote and in-person environments - -In-person, initiating informal communication can be as simple as starting a conversation in the breakroom or inviting someone to grab lunch. - -However, in remote settings, it requires a bit more intentionality. Use tools like Slack, Teams, or Zoom to create virtual “watercooler” spaces where team members can chat about non-work-related topics. Regularly scheduled casual check-ins, like a “coffee chat” or a “virtual happy hour,” can also help sustain these interactions. When initiating these conversations, ask open-ended questions that invite others to share more about themselves, like “How was your weekend?” or “What’s something interesting you’ve been working on?” - -Tips and techniques: +Fostering team culture through informal communication: - **Mix work and personal topics:** Start with a work-related question, then naturally transition to a personal topic, making the conversation feel more organic. - **Personalize your approach:** Tailor your conversations to the individual. Pay attention to what topics each team member enjoys and engage them on those. -Questions to reflect: - -- How often do you initiate casual conversations with your team members? -- What methods have you used to keep informal conversations going in a remote environment? - -### Creating a supportive and inclusive environment - -#### Encouraging openness and psychological safety within the team - -Psychological safety is the foundation of a supportive team environment. It means creating a space where everyone feels safe to express their ideas, ask questions, and admit mistakes without fear of negative consequences. Encourage openness by actively soliciting input from all team members and demonstrating that all contributions are valued. For example, you might say, “I’d love to hear your thoughts on this,” or “It’s okay if this isn’t perfect — let’s brainstorm together.” - -Tips and techniques: +Encouraging openness and psychological safety within the team: - **Model vulnerability:** Share your own challenges or mistakes to encourage others to do the same without fear. - **Invite input actively:** Ask specific team members for their opinions to ensure everyone’s voice is heard, especially those who are quieter. - **Follow up on contributions:** Acknowledge ideas or suggestions made previously in subsequent meetings to show they were valued and considered. -Questions to reflect: - -- When was the last time you made an effort to create a psychologically safe space for your team? -- Have you noticed any team members who might feel excluded or hesitant to share? How can you help them feel more comfortable? -- What steps can you take to ensure that everyone’s input is genuinely considered in team discussions? - -#### Recognizing and addressing social cues and barriers to communication - -Effective communicators are not only good at expressing themselves but also at reading the room. Pay attention to social cues such as body language, tone of voice, and even silence, which can indicate how someone is feeling. For instance, crossed arms or a lack of eye contact might suggest discomfort or disengagement. If you notice these signs, gently address them by asking open-ended questions like, “Is everything okay?” or “Would you like to share your thoughts on this?” This approach helps to break down barriers and ensures that everyone feels included in the conversation. - -Tips and techniques: +Recognizing and addressing social cues and barriers to communication: - **Practice observation:** Regularly take a moment to observe your team’s body language and tone of voice to identify unspoken feelings. - **Be proactive in addressing discomfort:** If you sense tension or disengagement, address it openly and sensitively, such as by asking if the person is comfortable with the current topic. -Questions to reflect: - -- How comfortable are you in recognizing non-verbal cues during conversations? -- Have you ever misinterpreted a social cue at work? What did you learn from that experience? - -### Maintaining professional boundaries in social communication - -While it’s important to build personal connections with your colleagues, it’s equally important to maintain professional boundaries. Be mindful of the context and ensure that your conversations, even when personal, are appropriate for the workplace. For instance, sharing your weekend plans is generally acceptable, but discussing more private matters might not be. Understanding this line helps in maintaining a comfortable and respectful work environment for everyone. - -Tips and techniques: +Maintaining professional boundaries in social communication: - **Respect others’ comfort levels:** If someone seems hesitant to share personal details, don’t press them — shift the conversation back to work topics. - **Keep it context-appropriate:** Always consider the setting — what might be acceptable in a casual chat could be out of place in a more formal meeting. -Questions to reflect: - -- How do you determine what personal information is appropriate to share in a work setting? - -#### Respecting confidentiality and professionalism in social settings - -In any work setting, especially in consulting roles where client trust is paramount, it’s crucial to respect confidentiality. This means being cautious about what you share in informal conversations, particularly about clients or sensitive company information. Even in a relaxed social setting, always err on the side of discretion. For example, if a colleague asks about a project you’re working on that involves sensitive information, you could say, “I can’t go into details, but we’re making great progress.” - -Tips and techniques: +Respecting confidentiality and professionalism in social settings: - **Think before you speak:** Before sharing information, consider whether it could be sensitive or confidential — if in doubt, don’t share it. - **Use discretion:** In social settings, be especially mindful of who is present when discussing work-related matters, ensuring no sensitive information is shared. - **Clarify expectations:** If someone shares confidential information with you, confirm whether it’s okay to discuss it with others or if it should remain private. -Questions to reflect: - -- How do you handle sensitive information when it comes up in casual conversations? -- Have you ever unintentionally shared something confidential? How did you address the situation? - -#### Handling sensitive topics and personal information with care - -Sensitive topics, whether they relate to work or personal matters, should be handled with the utmost care. If someone shares personal information with you, respect their privacy and don’t disclose it to others unless given explicit permission. When discussing sensitive work-related issues, such as performance feedback or conflicts, choose your words carefully to avoid misunderstanding or offense. For example, instead of saying, “You didn’t do this correctly,” you might say, “Let’s look at this together and see how we can improve it.” - -Tips and techniques: +Handling sensitive topics and personal information with care: - **Seek permission before sharing:** If someone tells you something personal, ask if it’s okay to discuss it with others before doing so. - **Be mindful of your words:** When discussing sensitive topics, choose your language carefully to avoid causing offense or misunderstanding. - **Respect privacy:** If you’re unsure whether a topic is too personal, err on the side of caution and steer the conversation to safer ground. -Questions to reflect: - -- Can you recall a situation where personal information was handled well or poorly in a team setting? What were the outcomes? - ## Building strong social communication skills Effective social communication is a cornerstone of successful teamwork, especially in a consulting environment where building relationships and trust is critical. @@ -2661,145 +2626,145 @@ Reinforce positive emotions by labeling them, e.g., “It feels like you’re be *Situation:* The client is exasperated with the vague requirements provided earlier, leading to misunderstandings in the project scope, and the consultant needs to address this frustration. -**Client:** "I'm sick and tired of repeating myself! How many times do I have to explain what we need? This project is turning into a nightmare!" +**Client:** “I’m sick and tired of repeating myself! How many times do I have to explain what we need? This project is turning into a nightmare!” -**Consultant:** "It seems like you're feeling exasperated about having to clarify the requirements repeatedly." +**Consultant:** “It seems like you’re feeling exasperated about having to clarify the requirements repeatedly.” -**Client:** "Yes, because it's wasting my time and holding up the entire project!" +**Client:** “Yes, because it’s wasting my time and holding up the entire project!” -**Consultant:** "It sounds like you're concerned that these misunderstandings are causing significant delays." +**Consultant:** “It sounds like you’re concerned that these misunderstandings are causing significant delays.” -**Client:** "Exactly! We can't keep going around in circles like this; it's costing us money every day." +**Client:** “Exactly! We can’t keep going around in circles like this; it’s costing us money every day.” -**Consultant:** "It feels like you're worried about the financial impact of these delays." +**Consultant:** “It feels like you’re worried about the financial impact of these delays.” --- *Situation:* The client is highly agitated due to a miscommunication that led to incorrect features being developed, and the consultant needs to address their agitation. -**Client:** "This is a disaster! You built the wrong features entirely! How could this happen? This sets us back weeks!" +**Client:** “This is a disaster! You built the wrong features entirely! How could this happen? This sets us back weeks!” -**Consultant:** "It seems like you're really upset about the miscommunication leading to the wrong features being developed." +**Consultant:** “It seems like you’re really upset about the miscommunication leading to the wrong features being developed.” -**Client:** "Upset doesn't cover it! This is incompetence! We trusted you to get this right!" +**Client:** “Upset doesn’t cover it! This is incompetence! We trusted you to get this right!” -**Consultant:** "It sounds like you're feeling let down and questioning our reliability." +**Consultant:** “It sounds like you’re feeling let down and questioning our reliability.” -**Client:** "Yes, I'm starting to wonder if we made a mistake partnering with you." +**Client:** “Yes, I’m starting to wonder if we made a mistake partnering with you.” -**Consultant:** "It feels like you're concerned about the future of our collaboration and its impact on your project's success." +**Consultant:** “It feels like you’re concerned about the future of our collaboration and its impact on your project’s success.” --- -*Situation:* A Marketing team member is irate with Sales over a campaign that didn't generate expected leads, and the consultant needs to mediate. +*Situation:* A Marketing team member is irate with Sales over a campaign that didn’t generate expected leads, and the consultant needs to mediate. -**Marketing:** "Sales completely dropped the ball! We delivered high-quality leads, and they squandered them! This is infuriating!" +**Marketing:** “Sales completely dropped the ball! We delivered high-quality leads, and they squandered them! This is infuriating!” -**Consultant:** "It seems like you're really angry that the leads weren't effectively followed up on by Sales." +**Consultant:** “It seems like you’re really angry that the leads weren’t effectively followed up on by Sales.” -**Marketing:** "Absolutely! We put in countless hours crafting this campaign, and they just let the opportunities slip away!" +**Marketing:** “Absolutely! We put in countless hours crafting this campaign, and they just let the opportunities slip away!” -**Consultant:** "It sounds like you're frustrated that your hard work isn't resulting in the expected outcomes." +**Consultant:** “It sounds like you’re frustrated that your hard work isn’t resulting in the expected outcomes.” -**Marketing:** "Yes, it's demoralizing, and it's affecting our team's morale!" +**Marketing:** “Yes, it’s demoralizing, and it’s affecting our team’s morale!” -**Consultant:** "It feels like you're concerned about the impact on your team and the company's overall performance." +**Consultant:** “It feels like you’re concerned about the impact on your team and the company’s overall performance.” --- *Situation:* A Program Manager is frustrated with a Designer who is being uncooperative and vague about project requirements, and needs to address this issue. -**Program Manager:** "I'm at my wits' end! Every time I ask for specifics, you give me nothing but fluff! How am I supposed to move this project forward?" +**Program Manager:** “I’m at my wits’ end! Every time I ask for specifics, you give me nothing but fluff! How am I supposed to move this project forward?” -**Designer:** "It seems like you're frustrated that I'm not providing detailed information." +**Designer:** “It seems like you’re frustrated that I’m not providing detailed information.” -**Program Manager:** "Exactly! Without concrete details, we can't allocate resources or set realistic timelines!" +**Program Manager:** “Exactly! Without concrete details, we can’t allocate resources or set realistic timelines!” -**Designer:** "It sounds like you're concerned about project planning and meeting deadlines." +**Designer:** “It sounds like you’re concerned about project planning and meeting deadlines.” -**Program Manager:** "Yes, and if we don't get this sorted out, the whole project is in jeopardy!" +**Program Manager:** “Yes, and if we don’t get this sorted out, the whole project is in jeopardy!” -**Designer:** "It feels like you're worried about the project's success and your responsibility in ensuring it." +**Designer:** “It feels like you’re worried about the project’s success and your responsibility in ensuring it.” --- -*Situation:* The client is furious because the app's user interface is confusing customers, leading to a spike in support calls, and the consultant needs to address their concerns. +*Situation:* The client is furious because the app’s user interface is confusing customers, leading to a spike in support calls, and the consultant needs to address their concerns. -**Client:** "This user interface is a complete mess! Our support lines are flooded because no one can figure out how to use the app! This is unacceptable!" +**Client:** “This user interface is a complete mess! Our support lines are flooded because no one can figure out how to use the app! This is unacceptable!” -**Consultant:** "It seems like you're extremely frustrated with the current user interface causing issues for your customers." +**Consultant:** “It seems like you’re extremely frustrated with the current user interface causing issues for your customers.” -**Client:** "Frustrated? I'm livid! This is damaging our reputation and costing us money!" +**Client:** “Frustrated? I’m livid! This is damaging our reputation and costing us money!” -**Consultant:** "It sounds like you're worried about the negative impact on your brand and financial losses due to increased support needs." +**Consultant:** “It sounds like you’re worried about the negative impact on your brand and financial losses due to increased support needs.” -**Client:** "Exactly! If this continues, we'll lose customers to our competitors!" +**Client:** “Exactly! If this continues, we’ll lose customers to our competitors!” -**Consultant:** "It feels like you're concerned about customer retention and staying competitive in the market." +**Consultant:** “It feels like you’re concerned about customer retention and staying competitive in the market.” --- *Situation:* The client is alarmed about security vulnerabilities found in the software, and the consultant needs to address their urgent concerns. -**Client:** "This is a serious breach! Our customer's data is at risk because of these vulnerabilities! How could you let this happen?" +**Client:** “This is a serious breach! Our customer’s data is at risk because of these vulnerabilities! How could you let this happen?” -**Consultant:** "It seems like you're highly concerned about the security issues affecting customer data." +**Consultant:** “It seems like you’re highly concerned about the security issues affecting customer data.” -**Client:** "Concerned is an understatement! If this gets out, our company's credibility is ruined!" +**Client:** “Concerned is an understatement! If this gets out, our company’s credibility is ruined!” -**Consultant:** "It sounds like you're worried about the potential damage to your company's reputation and trust with customers." +**Consultant:** “It sounds like you’re worried about the potential damage to your company’s reputation and trust with customers.” -**Client:** "Yes, and legal repercussions could be devastating!" +**Client:** “Yes, and legal repercussions could be devastating!” -**Consultant:** "It feels like you're anxious about both the legal and financial consequences of this situation." +**Consultant:** “It feels like you’re anxious about both the legal and financial consequences of this situation.” --- -*Situation:* The client is upset because the consultant didn't implement a critical feature they believed was agreed upon, causing project delays. +*Situation:* The client is upset because the consultant didn’t implement a critical feature they believed was agreed upon, causing project delays. -**Client:** "I can't believe the offline mode isn't available! We agreed this was essential! This oversight is unacceptable and is costing us dearly!" +**Client:** “I can’t believe the offline mode isn’t available! We agreed this was essential! This oversight is unacceptable and is costing us dearly!” -**Consultant:** "It seems like you're really upset that the offline mode wasn't implemented as expected." +**Consultant:** “It seems like you’re really upset that the offline mode wasn’t implemented as expected.” -**Client:** "Yes, our field agents are now unable to perform their tasks, and it's creating chaos!" +**Client:** “Yes, our field agents are now unable to perform their tasks, and it’s creating chaos!” -**Consultant:** "It sounds like you're worried about the operational disruptions this is causing." +**Consultant:** “It sounds like you’re worried about the operational disruptions this is causing.” -**Client:** "Exactly! This mistake is impacting our service delivery and customer satisfaction!" +**Client:** “Exactly! This mistake is impacting our service delivery and customer satisfaction!” -**Consultant:** "It feels like you're concerned about maintaining high service standards and keeping your customers happy." +**Consultant:** “It feels like you’re concerned about maintaining high service standards and keeping your customers happy.” --- -*Situation:* A Sales Manager is angry with the Marketing team's lack of support for an upcoming product launch, and the consultant needs to address the issue. +*Situation:* A Sales Manager is angry with the Marketing team’s lack of support for an upcoming product launch, and the consultant needs to address the issue. -**Sales Manager:** "This is ridiculous! The launch is next week, and Marketing hasn't provided any of the materials we need! They're sabotaging us!" +**Sales Manager:** “This is ridiculous! The launch is next week, and Marketing hasn’t provided any of the materials we need! They’re sabotaging us!” -**Consultant:** "It seems like you're really frustrated that you haven't received the necessary materials from Marketing." +**Consultant:** “It seems like you’re really frustrated that you haven’t received the necessary materials from Marketing.” -**Sales Manager:** "Frustrated doesn't cut it! Their negligence is going to make us look incompetent in front of clients!" +**Sales Manager:** “Frustrated doesn’t cut it! Their negligence is going to make us look incompetent in front of clients!” -**Consultant:** "It sounds like you're worried about the potential negative impression on your clients due to this delay." +**Consultant:** “It sounds like you’re worried about the potential negative impression on your clients due to this delay.” -**Sales Manager:** "Yes, and it's going to hurt our sales numbers and commissions!" +**Sales Manager:** “Yes, and it’s going to hurt our sales numbers and commissions!” -**Consultant:** "It feels like you're concerned about the financial impact and your team's morale." +**Consultant:** “It feels like you’re concerned about the financial impact and your team’s morale.” --- *Situation:* The client is exasperated due to vague performance requirements leading to unsatisfactory results, and the consultant needs to address this frustration. -**Client:** "The app is slow and unresponsive! I thought we made it clear we needed top-notch performance! This is unacceptable!" +**Client:** “The app is slow and unresponsive! I thought we made it clear we needed top-notch performance! This is unacceptable!” -**Consultant:** "It seems like you're really disappointed with the application's current performance." +**Consultant:** “It seems like you’re really disappointed with the application’s current performance.” -**Client:** "Disappointed? I'm furious! Our users are leaving negative reviews, and it's damaging our reputation!" +**Client:** “Disappointed? I’m furious! Our users are leaving negative reviews, and it’s damaging our reputation!” -**Consultant:** "It sounds like you're worried about how this is affecting user satisfaction and your brand image." +**Consultant:** “It sounds like you’re worried about how this is affecting user satisfaction and your brand image.” -**Client:** "Exactly! This could have been avoided if you had just delivered what we asked for!" +**Client:** “Exactly! This could have been avoided if you had just delivered what we asked for!” -**Consultant:** "It feels like you're concerned that misaligned expectations are causing serious issues for your business." +**Consultant:** “It feels like you’re concerned that misaligned expectations are causing serious issues for your business.” --- @@ -3173,26 +3138,54 @@ Questions to reflect: ### Exercise: Small talk questions -With a partner, ask them to pick one of the questions below or come up with their own question. - -Then, ask them the question and actively listen to their response. Use mirroring and labeling to learn more about them and make them feel heard. - -When you’re done, switch and pick one of the questions (or come up with your own) for your partner to ask you. - -Questions: - -- What’s something you’ve been passionate about lately? -- Can you tell me about a hobby or activity you enjoy in your free time? -- What’s the best book you’ve read or movie you’ve watched recently? -- How do you like to spend your weekends? -- What’s a recent adventure or trip you’ve taken? -- What’s something you’re looking forward to in the next few months? -- Can you describe a favorite memory from the past year? -- What’s a skill or talent you have that most people don’t know about? -- How do you relax or unwind after a long day? -- What’s a new hobby or interest you’ve picked up recently? -- What’s something interesting or unique about where you grew up? -- What’s a cause or issue that’s particularly important to you? +With a partner, pick one of the questions below or come up with your own question. + +Then, ask them the question and give them your full attention. Practice your active listening skills to learn more about them and make your partner feel heard. + +When you’re done, switch and have your partner ask you a question. + +**For Controllers (structured, logical):** + +- What’s an interesting trend or development you’ve noticed recently? +- What’s your favorite way to analyze or solve a complex problem? +- How do you approach decision-making in high-stakes situations? +- What’s a system or tool that’s improved your workflow recently? +- What’s a challenge you’ve successfully navigated in the past year? +- What’s the most logical improvement you’d make to something you use daily? +- How do you measure success in your work or personal projects? + +**For Doers (concise, action-oriented):** + +- What’s a recent project or goal you’re proud of achieving? +- What’s the most efficient tool or process you’ve come across recently? +- What’s something you’ve accomplished recently that made a big impact? +- What’s a challenge you’re currently tackling? +- How do you prioritize tasks when things get busy? +- What’s your go-to strategy for staying productive? +- What’s the next big thing you’re aiming to achieve? +- What’s a recent success story from your work or personal life? + +**For Supporters (warm, empathetic):** + +- How has your team or family been doing lately? +- What’s been the most rewarding part of your week? +- How do you like to support or help others in your community or at Bitovi? +- What’s something you’re grateful for this month? +- How do you balance work and personal life? +- What’s a meaningful connection you’ve made recently? +- What’s the best piece of advice someone has shared with you? +- How do you celebrate small wins with those around you? + +**For Talkers (enthusiastic, collaborative):** + +- What’s the most exciting conversation you’ve had recently? +- What’s a fun idea you’ve been thinking about lately? +- Can you share a story about a time you had a great collaborative experience? +- What’s something creative you’ve been working on recently? +- Who’s someone who inspires you, and why? +- What’s a recent event or gathering you really enjoyed? +- What’s your favorite way to brainstorm or share ideas? +- What’s the funniest or most interesting thing that’s happened to you recently? ## Persuasive communication diff --git a/src/technology-consulting/6-communication-styles.md b/src/technology-consulting/6-communication-styles.md index 3a025fbd0..a456e2564 100644 --- a/src/technology-consulting/6-communication-styles.md +++ b/src/technology-consulting/6-communication-styles.md @@ -8,39 +8,90 @@ ## Communication styles -Communication styles refer to how people express themselves, both verbally and nonverbally. Understanding these styles helps reduce misunderstandings and build stronger relationships with colleagues, clients, and managers. +Communication styles refer to how people express themselves, both verbally and nonverbally. Understanding these styles helps reduce misunderstandings and build stronger relationships with colleagues, clients, stakeholders, etc. + +This three-part page explains how to [learn-technology-consulting/communication-styles#understanding-ourselves understand your own style], [learn-technology-consulting/communication-styles#understanding-others understanding others’ style], and [learn-technology-consulting/communication-styles#adapting-to-others adapt your style] to better suit the needs of others. ## Understanding ourselves -Understanding your own communication style helps you recognize habits that might seem unprofessional or unclear to others. By identifying these tendencies, you can adjust how you engage with clients and teammates, ensuring your intentions are understood and relationships remain positive. +Understanding your own communication style helps you recognize how your communication is perceived by other people. Oftentimes, perception is reality. When you understand how you’re perceived, you can emphasize the parts of your style that are helpful in the moment, and be mindful when your default style might not fit the situation you’re in. + +The overall goal is to understand our own style so we can make sure we convey the right message, regardless of the situation we’re in. -### Personality trait models +### Personality vs. behavior models Personality models, like the Big Five, focus on traits that stay consistent over time. +They provide general insights into behavior but are less useful in predicting real-time communication. -- **Stable:** Traits are consistent across different situations. -- **Internal:** Traits reflect inherent tendencies. -- **Predictable:** They help forecast how someone will generally act. -- **Descriptive:** Traits describe “what” a person is like. -- **Universal:** Traits apply broadly across contexts. +Behavior models, on the other hand, focus on how people act in specific situations. +These models explain how people adjust their behavior based on the context. -They provide general insights into behavior but are less useful in predicting real-time communication. +- **Consistency across situations** + - **Personality:** Traits are consistent across different situations. + - **Behavior:** Behavior changes based on environment. + +- **Source or origin of actions or tendencies** + - **Personality:** Traits reflect inherent tendencies. + - **Behavior:** Behavior is visible and measurable. + +- **Predictability over time or in patterns** + - **Personality:** They help forecast how someone will generally act. + - **Behavior:** Behavior can change frequently. -### Behavior style models +- **Primary focus of the description** + - **Personality:** Traits describe “what” a person is like. + - **Behavior:** Focuses on how people act. -Behavior models focus on how people act in specific situations. These models explain how people adjust their behavior based on the context. +- **Adaptability to different contexts** + - **Personality:** Traits apply broadly across contexts. + - **Behavior:** People adjust their behavior to fit in. -- **Situational:** Behavior changes based on environment. -- **Observable:** Behavior is visible and measurable. -- **Adaptable:** People adjust their behavior to fit in. -- **Action-oriented:** Focuses on how people act. -- **Variable:** Behavior can change frequently. +Obviously, it’s not feasible to have every single person you interact with take a personality test. It’s also not as useful because people’s behavior changes depending on the situations they are in. -Behavior models may oversimplify human behavior and aren’t always reliable for long-term predictions, but they serve as helpful, flexible tools for everyday communication. They offer a shared, straightforward way to discuss preferences without diving into complex theories. +Behavior models that focus on actions that we can see are more useful in everyday communication because they offer a path to understanding what someone needs based on how they’re behaving. The key benefit is their flexibility — allowing you to adjust your communication style based on the situation. If someone prefers concise answers, keep it brief; if they favor open-ended conversations, ask more questions. This adaptability smooths interactions and is especially valuable for consultants working with new teams and clients who need to build rapport quickly. -### Comparing popular behavior models + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
DescriptionPersonalityBehavior
Consistency across situationsStableSituational
Source or origin of actions or tendenciesInherentObservable
Predictability over time or in patternsPredictableVariable
Primary focus of the descriptionDescriptiveAction-oriented
Adaptability to different contextsUniversalAdaptable
+ + +
+Comparing popular behavior models @@ -83,6 +134,8 @@ This table compares four popular behavior style models: Integrity Solutions’ B Each model categorizes individuals based on their communication, decision-making, and interaction tendencies. While these models use different terminology and frameworks, they roughly align in their groupings of individuals by behavior. + + ### Understanding the spectrums Both **direct vs. indirect** and **open vs. guarded** represent spectrums, not binary categories. People can shift along these spectrums depending on the context (e.g., work vs. home), the relationship with the other person, or the situation at hand. @@ -92,22 +145,88 @@ Both **direct vs. indirect** and **open vs. guarded** represent spectrums, not b Each person may display varying levels of directness and openness, depending on circumstances: -- **Highly direct and open:** Tends to be very expressive, sharing opinions and feelings with little hesitation. -- **Highly direct and guarded:** Communicates clearly and assertively but keeps personal details private. -- **Indirect and open:** May share personal experiences but does so in a softer, more cautious way. -- **Indirect and guarded:** Offers little personal information and communicates subtly, often prioritizing harmony and avoiding conflict. +- **Highly direct and open (Talker):** Tends to be very expressive, sharing opinions and feelings with little hesitation. +- **Highly direct and guarded (Doer):** Communicates clearly and assertively but keeps personal details private. +- **Indirect and open (Supporter):** May share personal experiences but does so in a softer, more cautious way. +- **Indirect and guarded (Controller):** Offers little personal information and communicates subtly, often prioritizing harmony and avoiding conflict. These spectrums help us understand the nuances of communication and interaction in different settings, allowing for more adaptable and effective communication strategies. -All four of the main Behavior Styles categories are present at Bitovi. Each category has strengths that they bring to the table. Diversity in a team is useful because diverse communication styles can excel in different areas, so together they can be more than the sum of their individual parts. +**All four of the main Behavior Styles categories are present at Bitovi.** Each category has strengths that they bring to the table. Diversity in a team is useful because diverse communication styles can excel in different areas, so together they can be more than the sum of their individual parts. ### Direct vs. indirect communication -#### Direct communication - Direct communication is clear, straightforward, and often more assertive. People who tend toward direct communication prefer to get straight to the point, focus on facts, and may use a more confident or commanding tone. In a spectrum, this is one end, where clarity and brevity are highly valued. -Observable behaviors: +Indirect communication, on the other end of the spectrum, involves more subtlety and nuance. Indirect communicators tend to soften their language, often prioritizing the feelings of others and context over the content of the message. They may avoid conflict by phrasing things gently or using hints. + +- **Conflict handling** + - **Direct:** May interrupt or take control of conversations to ensure points are made. Can come across as blunt or overly candid. + - **Indirect:** Avoids conflict or confrontation by phrasing things gently or using suggestions. Reluctant to express disagreement or make demands. + +- **Focus of communication** + - **Direct:** Focuses on facts and logic rather than emotions. Prefers clarity and brevity. + - **Indirect:** Prioritizes the feelings of others and context over the content of the message. Often hints at deeper meaning through tone or body language. + +- **Tone and phrasing** + - **Direct:** Confident or commanding tone. Assertive language that is action-focused. + - **Indirect:** Gentle and nuanced. Frequently uses qualifiers like “perhaps” or “possibly.” + +- **Decision-making** + - **Direct:** Often quick to make decisions and take action. Prefers efficiency and dislikes small talk. + - **Indirect:** Frequently seeks consensus or approval from others before making decisions. Prefers a slower pace of decision-making. + +- **Pace of communication** + - **Direct:** Prefers efficiency and a focused pace. Often quick to take action. + - **Indirect:** Prefers a slower, more deliberate pace of conversation, taking time to consider the feelings and responses of others. + +- **Language style** + - **Direct:** Uses concise, straightforward language. Frequently uses strong, assertive phrases like “I want” or “I need.” + - **Indirect:** Uses more polite, softened, or vague language, such as “Maybe we could” or “What do you think about…” + +
+ + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
DescriptionDirect CommunicationIndirect Communication
Conflict handlingBlunt, may interruptGentle, avoids conflict
Focus of communicationFacts and clarityFeelings and context
Tone and phrasingAssertive, confidentNuanced, polite
Decision-makingQuick, action-orientedConsensus-driven
Pace of communicationEfficient, fastDeliberate, slow
Language styleConcise, strongPolite, softened
+ +Observable “direct communication” behaviors: - Makes statements or requests without hesitation. - Uses concise, straightforward language. @@ -118,11 +237,7 @@ Observable behaviors: - Prefers efficiency and tends to dislike small talk. - May come across as blunt or overly candid. -#### Indirect communication - -Indirect communication, on the other end of the spectrum, involves more subtlety and nuance. Indirect communicators tend to soften their language, often prioritizing the feelings of others and context over the content of the message. They may avoid conflict by phrasing things gently or using hints. - -Observable behaviors: +Observable “indirect communication” behaviors: - Uses more polite, softened, or vague language (e.g., “Maybe we could,” “What do you think about…”). - Reluctant to express disagreement or make demands. @@ -135,11 +250,86 @@ Observable behaviors: ### Open vs. guarded communication -#### Open communication - Open communication is characterized by a willingness to share personal feelings, opinions, and information. People who are more open tend to be transparent and expressive, comfortable with revealing their thoughts and experiences. On a spectrum, this represents individuals who are easy to “read” and who value openness in others.​ -Observable behaviors: +Guarded communication, on the other end of the spectrum, reflects a more private or reserved approach. People who are guarded often keep personal information to themselves, are more selective in what they share, and may appear more cautious or detached. + +- **Sharing personal information** + - **Open:** Freely shares personal information and experiences. + - **Guarded:** Rarely shares personal thoughts or feelings. + +- **Emotional expression** + - **Open:** Expresses emotions openly and comfortably. + - **Guarded:** Reserved and avoids discussing emotions or deep topics. + +- **Feedback and input** + - **Open:** Frequently asks for feedback or input from others. + - **Guarded:** Rarely asks for feedback and may appear self-contained. + +- **Body language** + - **Open:** Uses expressive body language, such as open posture, smiles, and gestures. + - **Guarded:** Uses limited or neutral body language. + +- **Focus of communication** + - **Open:** Shows visible interest in personal connections and rapport. + - **Guarded:** Prefers to focus on tasks and facts rather than personal topics. + +- **Work-life separation** + - **Open:** Blends personal and professional aspects, showing enthusiasm for personal engagement. + - **Guarded:** Keeps professional and personal life distinctly separate. + +- **Approachability** + - **Open:** Approachable, empathetic, and encourages others to share their feelings. + - **Guarded:** Appears cautious, deliberate, and less inviting to personal sharing. + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + + +
DescriptionOpen CommunicationGuarded Communication
Sharing personal informationFreely sharesRarely shares
Emotional expressionOpen and expressiveReserved, avoids emotions
Feedback and inputFrequently seeksRarely asks
Body languageExpressive, open postureMinimal, neutral
Focus of communicationPersonal connectionsTasks and facts
Work-life separationBlends personal and professionalKeeps strictly separate
ApproachabilityEnthusiastic, empatheticCautious, deliberate
+ +Observable “open communication” behaviors: - Freely shares personal information and experiences. - Expresses emotions openly and comfortably. @@ -150,11 +340,7 @@ Observable behaviors: - Tends to be approachable and seeks to establish rapport. - Shows empathy and encourages others to share their feelings. -#### Guarded communication - -Guarded communication, on the other end of the spectrum, reflects a more private or reserved approach. People who are guarded often keep personal information to themselves, are more selective in what they share, and may appear more cautious or detached. - -Observable behaviors: +Observable “guarded communication” behaviors: - Rarely shares personal thoughts or feelings. - Maintains a neutral or closed-off demeanor. @@ -165,13 +351,45 @@ Observable behaviors: - Keeps professional and personal life distinctly separated. - Appears more cautious and deliberate in how they communicate. +### Adapted vs. natural + +On page 19 you’ll find your personalized adapted and natural style graphs. On the left is the Adapted Style, and on the right is the Natural Style. The **Adapted Style** reflects the behaviors you perceive you should use in a specific context, like at work. Essentially, it represents how you adapt to meet the expectations of your role, whether that's with clients, colleagues, or within a professional environment. The **Natural Style,** on the other hand, shows your instinctive behaviors and motivations — your default mode of operation. Think of it as how you might act at home or in a setting where you feel entirely comfortable. + +This course focuses on communication in a professional context, so the Adapted Style is the primary focus. However, it’s important to be aware of the Natural Style, as it often emerges in different situations, **especially under stress.** When the two styles align closely, it indicates that you tend to operate naturally in that environment. If there’s a significant difference, it may cause stress over time since you’re relying on behaviors that feel less comfortable or natural. + +Below the graphs, there are four-digit segment numbers that correspond to specific adjectives in the Word Sketch pages. These adjectives describe tendencies in both Adapted and Natural Styles. The height of the points on the graphs indicates the intensity of these behaviors. Higher points represent a stronger impact on work and interactions, while lower points show less pronounced traits. + +A key takeaway is that **self-awareness and adaptability are essential for effective communication.** Recognizing these patterns allows you to intentionally adjust behaviors to suit different situations. Permanent behavior changes require both awareness and practice, and the Behavior Adaptability Charts in the PDF are valuable tools to help develop this versatility. + +It’s important to note that this is a **psychometric tool,** which is not designed to perfectly describe every aspect of personality. On average, these assessments are about **80% accurate,** providing a strong general sense of behaviors but not definitive details. For most people, around 80% of the assessment resonates. If something doesn’t seem to fit, it can be helpful to reflect on how others perceive your behavior. + +For example, you might encounter traits in the assessment that don’t align with how you see yourself. Seeking feedback from colleagues, friends, or family can provide insight into how others experience your behavior. Understanding these perceptions is a crucial step in improving self-awareness and fostering better connections with others. + +### Word sketch + +The word sketch on pages 17–18 focuses on the relationship between emotions, behaviors, and underlying motivators or needs. To recap from earlier: all emotions are valid — they aren’t inherently good or bad. However, the behaviors exhibited based on those emotions can be either productive or counterproductive. This chart, called a *Word Sketch*, connects behaviors, emotions, and needs to provide a framework for understanding what drives people’s actions. + +Start by looking at the bottom row of the chart, which highlights observable behaviors — what others see and perceive. The purpose of this *Word Sketch* is to help interpret those behaviors and understand the motivations or needs behind them. Recognizing these patterns allows for better prediction of how someone prefers to communicate and respond in various situations, improving relationships and collaboration. + +Take the “Supporter” column as an example. The observable behaviors for someone with high Supporter tendencies include being calming*, loyal, patient, peaceful, serene, and team-focused. What drives those behaviors? Looking at the associated needs and emotions, Supporters typically value stable environments, strong teams, and systems. Their primary emotion is patience or a stabilizing influence. + +On the flip side, a Supporter’s fear is sudden change, instability, or loss of security. This connection is logical: someone who prioritizes stability will naturally fear losing it. From there, it makes sense to see behaviors like loyalty — staying committed to people or systems that provide stability — or calming and patient actions that contribute to a harmonious and predictable environment. + +This same logic applies to the other behavior styles as well. The key takeaway is that **behaviors, emotions, and needs are interconnected.** + +Psychometric assessments like this one are designed to provide insight into these patterns, though they are not perfect — they are meant to be about *80% accurate*. Still, they serve as a valuable tool for understanding both personal tendencies and those of others in various interactions. + ## Understanding others +Now that we've explored understanding our own communication styles, let’s look at the differences between other communication styles. + Recognizing that others communicate differently helps you avoid misunderstandings. By considering their unique styles, you can interpret their behavior more accurately and anticipate their needs. This makes your collaboration more effective and helps you adapt to different work environments. ### Observing communication styles -You can identify communication styles by paying attention to: +This is about recognizing that we all have unique needs, motivations, and behaviors. *If we can understand the needs or motivators driving someone else’s behavior, we can adjust our communication to meet those needs more effectively.* + +On **page 5 of the PDF**, there’s a chart that outlines the characteristics of the four basic communication styles. We’re not going to go through every detail, but you can use it as a reference. Here are some key traits to observe when identifying someone else’s style: - **Pace:** Fast or slow talker? - **Priority (task vs. people-oriented):** Focused on goals or relationships? @@ -182,23 +400,15 @@ You can identify communication styles by paying attention to: - **Body language:** Do they gesture or stay reserved? - **Formality:** Structured or relaxed in conversation? -Observing these cues helps you adapt your communication to match the other person’s style, leading to more productive conversations. +*Understanding these cues allows you to adapt your communication style to align with theirs, which can lead to more productive and meaningful conversations.* -## Adapting to others +Let’s dive into some examples. For instance, **pace** can reveal a lot. Someone with a faster communication style might prefer to wrap up meetings with quick decisions and clear next steps. On the other hand, someone with a slower style might need time to process, preferring to revisit decisions later or discuss them over Slack. *Neither approach is better or worse—just different.* -Adapting your communication style makes your messages more effective and professional. By tailoring your approach to meet others’ preferences, you avoid missteps and strengthen connections. This flexibility helps teams work together more cohesively, improving outcomes for your projects. +**Priority** is another interesting area. Some people prioritize tasks and goals, focusing on the big picture or specific execution details. Others might prioritize relationships and participation, seeking collaboration or feedback. *Both approaches are valid and are sometimes more useful in certain situations than others.* -To communicate effectively, adjust your style without changing your personality. For example: +The chart also outlines **strengths and growth areas** for each style. For example, someone with “doer” tendencies might excel at leadership, administration, and innovation but may also be perceived as impatient or insensitive. *These aren’t flaws—they’re perceptions.* Being aware of how your style might come across to others helps you adjust accordingly. -- Provide context to a detail-oriented person. -- Keep it brief with someone who values conciseness. -- Send written communication to those who prefer it over face-to-face meetings. - -Small adjustments help build stronger relationships with clients and colleagues. - -Tips and techniques: - -- **Be aware of neurodiversity:** Understand that communication preferences can vary between neurotypical and neurodivergent individuals. Adapt your style to meet different needs. +Ultimately, *this is about recognizing that different communication styles lead to different perceptions.* By being mindful of those differences, we can adapt our approach to foster better understanding and collaboration. ### Cultural background and communication styles @@ -243,6 +453,29 @@ Tips and techniques: Understanding these cultural factors helps you tailor your communication style to fit the audience. +Tips and techniques: + +- **Be aware of cultural norms:** Different cultures may have different norms regarding eye contact, personal space, or how direct to be in conversations. Take the time to learn about these differences when working with a diverse team. +- **Adjust your communication:** If you notice that a particular style — such as very direct communication — is causing discomfort, adapt accordingly. For example, some cultures value indirect communication, so it may be helpful to soften feedback in those contexts. +- **Recognize and celebrate differences:** Take time to acknowledge the different backgrounds and experiences within your team. Small gestures, like learning how to pronounce someone’s name correctly, show respect and inclusion. When in doubt, ask! +- **Language considerations:** Avoid jargon or idioms that might be confusing to those whose first language isn’t English. Use straightforward language to ensure everyone is on the same page. + +## Adapting to others + +Adapting your communication style makes your messages more effective and professional. By tailoring your approach to meet others’ preferences, you avoid missteps and strengthen connections. This flexibility helps teams work together more cohesively, improving outcomes for your projects. + +To communicate effectively, adjust your style without changing your personality. For example: + +- Provide context to a detail-oriented person. +- Keep it brief with someone who values conciseness. +- Send written communication to those who prefer it over face-to-face meetings. + +Small adjustments help build stronger relationships with clients and colleagues. + +Tips and techniques: + +- **Be aware of neurodiversity:** Understand that communication preferences can vary between neurotypical and neurodivergent individuals. Adapt your style to meet different needs. + ### Tension - **Supporter vs. Doer:** Double Tensions of Patience vs. Urgency & People vs. Task @@ -365,3 +598,89 @@ Questions to reflect: - In what situations do you find yourself needing to code-switch the most? How do you adapt your language and tone? - Reflect on a time when you successfully adjusted your communication style for a specific audience. What was the outcome? - How can you improve your ability to code-switch without losing the authenticity of your message? + +### Group discussion: Adapting to others + +#### Selling a potential client on Bitovi’s work + +- **Doers:** Focus on results and efficiency. Emphasize how Bitovi delivers tangible outcomes quickly and solves pressing problems. +- **Talkers:** Highlight collaboration and exciting possibilities. Use an engaging, energetic tone and share success stories. +- **Supporters:** Emphasize trustworthiness and relationship-building. Show how Bitovi works closely with clients to ensure success. +- **Controllers:** Provide detailed, logical reasoning. Present data, case studies, and a structured plan for achieving goals. + +One dimension: + +- **More direct:** Highlight specific results Bitovi has achieved for similar clients. Focus on measurable outcomes and state what you can deliver confidently. +- **Less direct:** Share examples of past successes in a conversational tone. Suggest possibilities rather than guarantees. +- **More open:** Share personal enthusiasm for the project, including your excitement about collaborating and solving challenges together. +- **More guarded:** Stick to facts and deliverables without sharing personal opinions or over-promising. + +#### Building trust and rapport + +- **Doers:** Keep the conversation goal-oriented. Show competence and a strong track record to build respect. +- **Talkers:** Engage in friendly, informal conversation. Find common interests and be enthusiastic about shared goals. +- **Supporters:** Be empathetic and attentive. Show genuine care for their needs and listen actively. +- **Controllers:** Be professional and consistent. Deliver on promises and be prepared to answer questions thoroughly. + +One dimension: + +- **More direct:** State your goals and expectations for the relationship upfront. Share how you’ll contribute to their success. +- **Less direct:** Use small talk and indirect ways to build a connection, like asking about their day or interests. +- **More open:** Share personal anecdotes or experiences to find common ground and encourage them to share in return. +- **More guarded:** Keep the conversation professional, focusing only on the immediate goals or topics at hand. + +#### Learning about a client’s business + +- **Doers:** Ask direct, goal-oriented questions about what matters most to them and how they measure success. +- **Talkers:** Use open-ended questions to explore ideas and build a conversational flow. Let them share their vision enthusiastically. +- **Supporters:** Approach with curiosity and a collaborative tone. Show interest in how their work impacts people. +- **Controllers:** Focus on structured, fact-based questions. Dive into processes, systems, and measurable outcomes. + +One dimension: + +- **More direct:** Ask focused, specific questions about their business model, goals, and challenges. +- **Less direct:** Use broader, open-ended questions that allow them to share at their own pace. +- **More open:** Share your own thoughts or relevant experiences as they describe their business to encourage a dialogue. +- **More guarded:** Limit your input to clarifying questions without sharing personal opinions or experiences. + +#### Advocating for tool, process, or people change + +- **Doers:** Present the change as a way to achieve faster, better results. Be concise and action-focused. +- **Talkers:** Frame the change as exciting and innovative. Highlight how it will foster collaboration and energy. +- **Supporters:** Emphasize how the change will benefit the team and strengthen relationships or workflows. +- **Controllers:** Use logical arguments backed by data. Provide detailed evidence and a clear roadmap for implementation. + +One dimension: + +- **More direct:** Clearly explain why the change is necessary and outline specific benefits and steps to implement it. +- **Less direct:** Suggest the change as an idea for exploration, inviting feedback and discussion. +- **More open:** Share your excitement about the potential of the change and relate it to personal success stories or positive outcomes. +- **More guarded:** Focus strictly on data and logic to justify the change, avoiding personal anecdotes or enthusiasm. + +#### Pushing back against unrealistic expectations + +- **Doers:** Be direct and solutions-oriented. Propose an alternative approach that balances ambition with practicality. +- **Talkers:** Use a positive tone and explain collaboratively why the expectations may not be feasible, offering creative alternatives. +- **Supporters:** Be diplomatic and empathetic. Frame your response as wanting to ensure the best possible outcome for everyone. +- **Controllers:** Present facts and risks clearly. Use data to justify why the expectations are unrealistic and offer structured solutions. + +One dimension: + +- **More direct:** State clearly that the expectations are not feasible and explain the reasons concisely. +- **Less direct:** Suggest alternative approaches while framing the conversation as collaborative and constructive. +- **More open:** Share how the expectations could impact you or the team, and invite them to discuss adjustments. +- **More guarded:** Stick to objective facts and risks without expressing personal views or emotions. + +#### Speaking truth to power + +- **Doers:** Be concise and confident. Stick to the facts and provide actionable suggestions. +- **Talkers:** Use an approachable tone and frame your input as a valuable perspective that supports shared goals. +- **Supporters:** Be respectful and considerate. Emphasize how your input aligns with broader team or organizational values. +- **Controllers:** Present a well-reasoned case supported by data. Maintain professionalism and anticipate follow-up questions. + +One dimension: + +- **More direct:** Present your perspective clearly and confidently, focusing on the core message without embellishments. +- **Less direct:** Frame your input as a suggestion or question, softening the delivery to make it less confrontational. +- **More open:** Share your thought process or feelings about the situation to add context and invite a two-way discussion. +- **More guarded:** Deliver your message with only the necessary facts, avoiding personal perspectives or emotional undertones. \ No newline at end of file