September Book of the Month

Ever been at a complete loss for words in uncomfortable work situations? Here’s a great resource, especially for managers, that the rest of us can benefit from as well. Why Didn’t I Say That?!, What to Say and How to Say It in Tough Situations on the Job by Donald H. Weiss, provides real life situations, sample dialogs for each, and tips for effectively handling those necessary conversations. These can be adapted to a variety of situations including those in our personal lives.

Chapters are broken into such categories as Giving Feedback, Problem Solving, Encouraging Others, Interviewing, Reviews and Appraisals, Communicating with Difficult People, Taking Corrective Action, and Firing and Downsizing dialogs.

Weiss reminds us in Chapter 1 that there are four basic steps to effective Communication:
Opener – set the person at ease and review the purpose and agenda of the meeting
Exchange – getting and giving information that you may be lacking
Resolution of Differences – identify and summarize differences and negotiate conclusion
Action Plan – if a change is needed

He then goes on to show how these steps are used in situations such as “Coaching a Reluctant Employee”. Key phrases to use with this person may include:
“What do you think about…?”
“How would you go about doing this?”
“Here’s the situation… What do you think?”
“I need some extra help with this and I think you can do it. How do you feel about that?”

The script that follows this example and all others give you ideas for wording and how to effectively approach this type of person.

Section IV, “Managing Relationships” can help every one of us. Ever tried to communicate with someone who claims to know everything? ...with someone who doesn’t speak up? …someone who’s judgmental or close-minded? It’s all here – tips and phrases for planning your communication in those less than ideal situations. I recommend it!

The book, published in 1994, can be found on Amazon for $18.95 new.

Please post your comments and suggestions for other work related books. Visit my website at http://www.lousbergunlimited.com/ for information about personal and organizational services.