- Format: Kindle Edition
- File Size: 720 KB
- Print Length: 40 pages
- Publisher: Sounds True (1 Sept. 2014)
- Sold by: Amazon Media EU S.à r.l.
- Language: English
- ASIN: B00MATJG22
- Text-to-Speech: Enabled
- Word Wise: Enabled
- Average Customer Review: 1 customer review
- Amazon Bestsellers Rank: #94,043 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Authentic Communication: Transforming Difficult Conversations in the Workplace Kindle Edition
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Top Customer Reviews
Most Helpful Customer Reviews on Amazon.com (beta)
This author is a former professor of accounting at MIT, a long-time business consultant, and the author of CONSCIOUS BUSINESS: HOW TO BUILD VALUE THROUGH VALUES. I haven't read it, but it's almost ten years old and still selling. In the hyper-competitive American business world where every hot new trend pushes older ideas to the back burner, that's saying something.
In this book, he focuses on what he considers to be the core of any business model - communication. Of course, we all know the importance of communication, although we may not be very good at it. This author zeroes in on the most important conversations of all - the difficult ones that nobody wants to have. These are the conversations that are dreaded by both parties because they involve conflict or bad news. And yet these conversations will and MUST occur and your professional career depends on how well you handle them. This author's advice is to approach these situations in the context of your core beliefs, which should include honesty, willingness to learn, and respect for yourself and others.
He breaks down a typical business discussion which accomplishes nothing useful and leaves both parties angry and defensive. By showing what one participant is thinking (as opposed to what is being said) he emphasizes the difference between our intentions (which are known only to us) and our words/actions (from which others interpret our intentions.) He shows how you can analyze a difficult past conversation to figure out what went wrong and how to plan for a future difficult conversation to achieve better results.
I love the quote, "Respect is like air. If you take it away, it's all people can think about." How many times have you seen an angry customer or employee continue to argue AFTER getting what he wanted? Even "winning" doesn't take away the bad taste of being treated disrespectfully. Conversely, a customer or co-worker may emerge from a confrontation feeling good even though the situation remains unchanged. Almost always this is because some intelligent customer service rep or a wise manager listened to the person and made him feel that he was valued and that his concerns were being heard.
As this author says, a business is simply a group of people pooling their talents and efforts to provide a product or service in exchange for money. Therefore, communication must be seen in the light of accomplishing goals while strengthening relationships. "Fake it until you make it" overlooks the value of co-workers listening to and learning from each other in order to achieve the most for themselves and for their organization.
As I was reading this book I kept thinking that the techniques this author demonstrates are of use in both business and personal communication. He must think so, too, because he cites a study in which family therapists divided couples in conflict into three categories: the blamers/threateners, the silent sulkers, and those who communicate honestly and respectfully. Based on the couples' method of fighting, the therapists were able to predict 90% of the divorces that occurred in the follow-up period.
This book is short, but dense and I'm already planning to re-read it. It's also one I will be recommending to my friends. ALL of them!
I highly recommend the book, is eqsy to read and very concrete!