Effective Communication Strategies for Difficult Conversations

Week 6 Assignment Template Handling Difficult Conversations—Communication Analysis: Parts 2 and 3 Prepared by: Name Date: August 18, 2023 Walden University WMBA 6695: Communication for Leaders and Managers

Part 2: Effective Communication Skills and Approaches Agreement Solution Negotiation with Adam was successful. Both parties were satisfied with the outcome. During our stimulation, I was able to engage in active listening and ensure that both perspectives were understood. To make sure Adam completely understood, I offered data to demonstrate my point and made sure he understood my willingness to compromise. Impact of Outcome During our discussion, Adam responded to all my concerns very thoroughly and offered ideas for solutions. Adam admitted to verbally speaking his mind to the wrong people, but only did it out of frustration and concerns for the customers. Together we came up with ideas to come to a positive outcome (Ringer, n.d.). Best Practices Nonverbal communication, active listening, open-ended questioning, and reframing are just a small list of tactics that were integrated in this process. I was able to understand Adam’s point of view by rewording some things he stated. I offered nonverbal communication by nodding, smiling, and looking at Adam. Instead of going over the events in detail, I reframed the discussion to concentrating on a solution. Adam offered his frustrated concerns which were validated, and he stood firmly behind his decision to delay delivery based on the quality concerns. He also let me know that his concerns were communicated with the software department as well as letting me know it is a reoccurring problem. His frustration elated that the other department does not care.

Improvements One of the areas for improvement would be more detailed when Adam suggested a checklist for the QA team. I should have asked for more information on that area. I also should have let him know that I would discuss the lack of fixing issues that are brought to the software department. I briefly let him know that we would show positive results with the checklist but should have addressed his frustrated concerns with the does care aspect. When Adam admitted to making comments that he should not have, I should have let him know that I let him down by letting him get frustrated. I did make him understand that we are working together as a team which he really liked. Based on the conversation, I believe we successfully built trust and understanding for the entire situation (Emerald Works Limited, n.d.). In order to be an effective manager, strong communication skills are a must. Managers must also have a solid understanding of all the communication techniques. Preparing for challenging conversations is a challenge but can be overcome with the right processes, methods, and communication.

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Part 3: Following Up Dear Adam: I hope this email finds you in good health. As you know, we have been collaborating on the release changes of our most important software product. These updates are a team effort. At the beginning of the project, we agreed with upper management regarding the timetable. I wanted to take a few moments to update you on my understanding of the problem that has transpired and thank you, again for contributing your point of view in our discussion. I have taken time to reflect on the situation and your perspective. It has been brought to my attention that you delayed the release of the most recent update; despite the fact I had already given my approval for it on the simple concern that you believe it is not ready. I am aware of the statements you have been making like “this company doesn’t care nearly enough about quality” and “I’m the only one who really understands what our people want and need.” I can confirm that both statements are true. I am grateful for your attention to quality and satisfaction of our customers. I cannot even attempt to thank you enough for this enthusiasm you have shown. I am aware of the importance of this project to our company and the role it plays in our overall success. After conducting research and reflection in this matter, I have discovered that you and I are working towards the same outcome which is to give our customers the very best experience with our products. Moving forward, it is critical to keep that in mind and not forget that. For the future, I can promise to always be receptive in hearing your thoughts and concerns. I will consider all points of view before making a judgement

decision. In addition, I can promise to be more proactive in communicating with you on updates, information, and accurate facts to aid in your decision making. In the same aspect, you have given me your word that you will offer feedback to me in a timely manner so we can adhere to the approval modifications. You have also shown your commitment to ensuring the best possible quality is the number one priority to our customers which is very impressive. I am extremely grateful that we had the opportunity to discuss and be open to a solution to our problem. The value you bring to our working relationship and your contributions to this project both are valuable to me as well. Together, without a doubt, we can provide our customers with exceptional experience with our products. Thank you, Tina Cornwell

References Emerald Works Limited. (n.d.). Essential negotiation skills: Reaching an agreement that works for you Download Essential negotiation skills: Reaching an agreement that works for you . Mindtools. https://www.mindtools.com/community/pages/article/essential- negotiation.php Emerald Works Limited. (n.d.). Writing effective emails: Getting people to read and act on your messages Download Writing effective emails: Getting people to read and act on your messages . MindTools. https://www.mindtools.com/community/pages/article/EmailCommunication.php? route=pages/article/EmailCommunication.php Ringer, J. (n.d.). We have to talk: A step-by-step checklist for difficult conversations Links to an external site. . https://www.judyringer.com/resources/articles/we-have-to-talk-a- stepbystep-checklist-for-difficult-conversations.php

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