Fifteen Steps for Effective Communication

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The following is a short book preview contributed by the Ohio State University Leadership Center.

Resolving Conflicts at Work: Ten Strategies for Everyone on the Job
Kenneth Cloke & Joan Goldsmith, San Francisco: Jossey-Bass (2011)

  1. Let go of your own ideas, role, and agenda and try to understand what the other person is saying.
  2. Become curious about what makes them tick.
  3. Before you speak, draw out the other person’s ideas.
  4. Search behind the words for the other person’s meaning. Especially is he or she disagrees with you.
  5. Discover and manage your listener’s unspoken expectations.
  6. Respond respectfully and nondefensively acknowledging and addressing the other person’s concerns first.
  7. Choose an appropriate form of communicating.
  8. Speak respectfully, empathically, and responsively.
  9. Demonstrate that you heard the other person’s deeper needs and feelings.
  10. Anticipate objections and address them before they are raised.
  11. Clarify and emphasize our agreements.
  12. Acknowledge differences and restate issues positively.
  13. State your interests instead of your positions.
  14. Ask for feedback.
  15. Compliment the other person for listening (Cloke & Goldsmith, 2011, p. 51-54).

Resolving Conflicts at Work is available from the OSU Leadership Center.

Click here to borrow this resource or any other resource from the OSU Leadership Center Lending Library. Once you are on the Lending Library web page, click on the Spectrum icon.

Learn how the Ohio State University Leadership Center is inspiring others to take a leadership role that empowers the world at the OSU Leadership Center website.

Jim Canterucci

I don't know everything. But I want to. The focus of our firm, Transition Management Advisors, is to develop leadership capabilities to create a championship culture, generate innovation, and successfully lead the resulting changes.

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On February 23, 2015
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