The Communication Problem Solver 1

The Communication Problem Solver 1. Managers need top-flight communication skills to keep their staffs productive and collaborative. But often, those who manage lack the ability to get things back on track once miscommunication occurs. This book helps readers analyze their communication skills and challenges and explains how they can use simple problem-solving techniques to resolve the people issues that derail productivity at work. Easily accessible and filled with real world management examples. This no-nonsense guide is packed with practical tools to help any manager be immediately effective, as well as a handy list of common communication problems and corresponding solutions....
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The Communication Problem Solver 1Advance praise for The Communication Problem Solver:‘‘You must read this book to conquer communication concerns once andfor all. Nannette Carroll’s The Communication Problem Solver is content-rich with how-tos and step-by-step processes that you can apply imme-diately. It is bursting with stories of real managers wrestling with actualsituations.’’ —Dr. Tony Alessandra, author, Communicating at Work and The NEW Art of Managing People‘‘Examine any career setback and it’s likely to stem from problems ininterpersonal communication. It may be unclear expectations, a lack oflistening, not empathizing, or any number of other preventable prob-lems. This book will show you, easily and practically, just how to changeproblems into successes and how to avoid future communication prob-lems. Nannette Carroll has done a fine job of building your tool kit. Keepit handy every day.’’ —Jim Cathcart, founder, www.Motivation.tv, and author, Relationship Intelligence‘‘An employee misses a deadline—again. Two coworkers aren’t gettingalong. A meeting deteriorates into blaming and shaming. Would you liketo know how to handle these all-too-common workplace challenges?Buy this book. It’s packed with specific suggestions on how to turn con-flict into cooperation and reasons into results. Read it and reap.’’ —Sam Horn, author, POP!, Tongue Fu!, and What’s Holding You Back?This page intentionally left blankTHE C OMMUNICATION P ROBLEM S OLVER Simple Tools and Techniques for Busy Managers Nannette Rundle Carroll American Management Association New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco Shanghai • Tokyo • Toronto • Washington, D.C. Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel: 800-250-5308. Fax: 518-891-2372. E-mail: specialsls@amanet.org Website: www.amacombooks.org/go/specialsales To view all AMACOM titles go to: www.amacombooks.orgThis publication is designed to provide accurate and authoritativeinformation in regard to the subject matter covered. It is sold withthe understanding that the publisher is not engaged in renderinglegal, accounting, or other professional service. If legal advice orother expert assistance is required, the services of a competentprofessional person should be sought.Library of Congress Cataloging-in-Publication Data has beenapplied for and is on record with the Library of Congress. 2010 Nannette Rundle CarrollAll rights reserved.Printed in the United States of America.This publication may not be reproduced, stored in a retrieval system,or transmitted in whole or in part, in any form or by any means,electronic, mechanical, photocopying, recording, or otherwise,without the prior written permission of AMACOM, a division ofAmerican Management Association, 1601 Broadway, New York, NY10019.Printing number10 9 8 7 6 5 4 3 2 1 To Chuck and Danielle, communicators extraordinaire, who are my muses and loving support and In loving memory of Coach Bob Rankin,who energized athletes, business colleagues, family, and friends with his message, ‘‘Stay Positive!’’This page intentionally left blank Contents Foreword by Michael Soon Lee—ix Preface—xi Acknowledgments—xvPART I: THE SECRETS TO CREATING AND SUSTAINING ENERGIZED RELATIONSHIPS—1 Chapter 1: The Power of Relationship—3 Chapter 2: Setting Expectations with Turbocharged Clarity—20 Chapter 3: Communicating Your Expectations: What to Say and How to Say It—44PART II: HOW TO USE YOUR PROCESS SKILLS TO PREVENT AND SOLVE COMMUNICATION PROBLEMS—65 Chapter 4: Workflow Management: Communication Tools—69 Chapter 5: Top-Tier Questioning Techniques—81 Chapter 6: How to Break the Judging Habit—101 Chapter 7: Common People Problems—A Handy Reference—129PART III: LEADING COLLABORATIVE CONVERSATIONS—169 Chapter 8: Giving Feedback—Sweet or Sour?—175 Chapter 9: Compelling Coaching Techniques—196 —vii C ONTENTS Chapter 10: DREAM Delegating Ensures Clarity and Collaboration—220 Chapter 11: Don’t Have Time to Listen? Try These Tips—240 Conclusion: Be a Gold Medal Communicator!—250 Appendix A: Basic J ...