Your assistant shredded some important financial reports without realizing it. You know he'll be upset when you tell him about the error.
How can you adapt your communication to the emotions of your audience?
- You know that he's got an important conference call soon that he's anxious about, so you decide to talk to him later
- You reassure him by saying that you know it was just a mistake and that you're only bringing it to his attention to make sure that it doesn't happen again
One of your direct reports is once again late filing his monthly budget report. You e-mail him to explain the negative impact that filing the report late has on other departments, and to remind him that reports must be filed on the last day of each month.
What is the primary intention of your communication?
To inform him about the impact of his late filing and remind him of the deadline
:
Your team lead tells you that your project has been scrapped on the advice of your coworker. You see the coworker talking on the phone at her desk.
How do you approach her while managing your emotions?
You take five minutes to compose yourself, while also waiting for her to finish her phone call
You recognize that you're extremely angry and realize that you might not be in the best frame of mind to react appropriately
:
You've finally lost patience with a coworker who routinely produces error-ridden work. It's particularly frustrating that other employees, including you, are often left with the task of correcting her work after she has gone home for the day. Deciding that it's time to address this, you catch up with her in the corridor and tell her exactly what you think.
Which description of body language and tone of voice would be most likely to build trust and elicit a positive response from your colleague?
Calmly explain the impact her behavior is having on others, speaking in a friendly but serious tone and looking her directly in the eye
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