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The Manager's Pocket Guide to Employee Relations by Terry L. Fitzwater

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The Phases of Communications

There are two parts to the process of communications: Someone speaking and someone listening. Both must be in sync for understanding to occur. Let’s look at the table below.

THE WORDS THE MUSIC

What I said

What was heard

What I displayed

What was seen

What I need

What the person wants

If the results listed above are the starting points of most conversations, how do we reconcile such a vast difference in agendas? Consider a five-step process to improve communications.

1. Analyze

• Listen for content

• Determine the issue(s)

2. Synthesize

• Paraphrase to establish a mutually understood vocabulary

3. Sympathize

• Establish trust to build understanding

4. Energize

• Brainstorm action ...

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