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Thanks to Karen Bissell of Compassionate Senior Care (www.compassionateseniorcare.com) for our topic this month.
Sometimes employees are wrong. But, they are POSITIVE they are correct in their actions or view of the situation. (I KNOW you find that hard to believe.) So, how can you truly help them without damaging the relationship?
I learned the following communication skills eons ago through Development Dimensions International (www.ddiworld.com) Using these communication techniques and approaches can work in any situation but they are truly helpful when you need to deliver difficult messages.
Maintain or enhance the person's self-esteem
Listen and respond with empathy (not sympathy)
Ask for help and encourage involvement (in resolving the issue)
Offer help (to resolve the issue) without taking responsibility
So – what's it all come down to? Empathy, understanding and accountability. Surely we've all been in the position of KNOWING we were right – no matter how wrong we were. Wouldn't it have been great if someone would have taken the time to understand our side while helping us to become involved in resolving the problem?
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