business communication, conflict avoidance, sides of a message, communication square, common interests, dialogue, active listening, communication improvement, iceberg, conflict prevention, misunderstanding avoidance, mutual understanding, 5 steps, conflict management, sommer & partner

1. © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
Business Communication:
5 steps to create mutual understanding

2. Step 1: Practice active listening
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
listen carefully overcome prejudices
summary of
the things
you heard
ensure you understand
correctly
shift perspectives
show interest and respect avoidance of conflicts &
misconceptions
understanding each other
=
+ + +
+ =

3. Step 2: Eloberate solutions in a dialogue process
instead of discussing topics to death
Not
my
fault
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
I told you
before!But…The weak €
caused the
disaster
My bonus
is at riskWe need a root
cause analysis
??
I would like
to add…
Your view
is
interesting
In my
oppinion
…
Have I
understood
you
correctly?
Good!
Yes
Discussion Dialogue
breaks topics into pieces focus on positions
restricted view of things
not everyone is open and honest
holistic view
cards put on the table active listening
diversity of opinionrespect

4. Step 3: Search for common interests
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
I want to:
•stick to forecast
•have costs under control
•stop overspending
•motive staff
•hire more analysts
•reward high performers
•increase awareness for
financial results
?Do you agree on a 5% salary increase for our staff?No !
Eric, Head of Finance
Yes !
Sonja, HR Lead
potential conflicts
I want to:
•attract high potentials
•offer competetive packages
•minimize fluctation
•reward high performers
•foster HR development
•discover talents
•stimulate team spirit
•motivate staff
common interests
new solutions!
e.g. 2% salary increase plus performance based bonus
solution in due
consideration
of my interests
solution in due
consideration
of my interests

5. Step 4: Get a feel for hidden human factors
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
iceberg model
visibleunvisible
human nature,
universal values
culture, values
socialisation
shaping experiences
attitude, believes,
convictions
motivation factors
emotions not shown
triggerfor
believes he will make a career
out of hard work
is motivated because of his
nice colleagues
has been educated as free thinker,
questions all authority
was ribbed at school about
her dark skin colour
attended an elite university,
is performance oriented
is Jehova’s witness
a recent bonus payment
encourages him
comes from Turkey, values
his family above all things
feels left out
iceberg-
layers
thedeepertheheavier
tomoveorchange
iceberg-
surface
.
.
.
.
.
.
. .
actions
characteristcs
reactions
oppinions
body language commitments
wording
working styles
social behavior
relationsships
.

6. S
Step 5: Discover the 4 sides of a message
Leave me alone!
Don’t ask
always me !
You are my
boss, however, I
am not your
slave!
what I express with words,
what I talk about
I am angry, I
feel exploited
1. Factual information
2.Appeal
3. Relationship
4.Self-revelation
Adaption of Schulz von Thun’s communication square
© Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch

7. © Sommer & Partner Consulting GmbH, CH-6340 Baar, www.sommer-consulting.ch
More steps to come.