Page 127 - 100 - HR Management Manual

How: S – Slow it down! Both parties must have time for a discussion to really
analyze the problem and solutions. Schedule this talk for later if not an
emergency and there is not enough time now.

E – Empathize. This is the most
important part and often the most
neglected! The other party must FIRST
feel heard and understood.

A – Ask questions. Ask many questions if necessary. Most all questions
should start with “what” or “how”. If you immediately ask “why” or
“who” questions people tend to get defensive. They will not open up.

M – Mirror the last few words of the individuals last sentence. This will
keep them talking so you can truly know all the issues what they are
really bothered about.

“It seems…” – This is the part to test that you truly understand what the
other person wants or needs. It also shows the other party that you
listened. You must paraphrase in YOUR OWN WORDS what the other
person has shared with you. Start with “It seems like” “It sounds like”
or “It looks like”.

What…?? – This is the part where you ask this person questions like
“What would YOU like to do about this?”, or “What do you think WE
should do?”, or “What are YOU going to do?” It is critical that THEY
come up with suggestions until you get to a reasonable solution, not
more work for the manager. In many cases you may have to hint at
suggestions until they feel like they found it.

Page | 125
Copyright © 2018 Julius IP, LLC. All Rights reserved. No part of this book may be reproduced by any
means, nor transmitted, nor translated into machine language without written permission.