Название | Workplace Conflict Resolution Essentials For Dummies |
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Автор произведения | Scott Vivian |
Жанр | Зарубежная образовательная литература |
Серия | |
Издательство | Зарубежная образовательная литература |
Год выпуска | 0 |
isbn | 9780730319504 |
Avoiding inflammatory language
Using the wrong language can make a good situation bad or a bad situation worse. By choosing inflammatory words to get a message across, you can easily sound insulting, insensitive, hurtful or just plain mean. Some inflammatory words, such as name-calling, are very obvious. Calling someone stupid, lazy or incompetent can get you in trouble, not only with your team or manager but also with the human resources department!
Beyond the obvious, some words are just easier for a listener to hear. For example, if an employee or colleague approaches you and says, ‘I hate my job’, you’ll probably have a negative reaction. If the same employee instead says, ‘I’m dissatisfied with my job’, your reaction would be quite different. Some words have a negative impact, and the trick to getting a more positive reaction from listeners is to find more neutral words that they won’t find offensive. I provide hints on neutralising language in Chapter 7.
Another important element in an individual’s communication arsenal is body language. Body language goes beyond obvious gestures (like showing someone your appreciation when he cuts you off in traffic!) and encompasses everything people do physically while they’re in a conversation.
Body language that’s open and encouraging includes
Body language can also be closed and discourage communication. The following will shut down the conversation and probably earn you a reputation for being rude:
Be aware of the nonverbal cues you’re giving off in the workplace, and be aware of the nonverbal cues you’re getting from everyone else. Clenched fists, tightness in the shoulders and increased breathing can all indicate stress, whereas a relaxed posture, leaning back in the chair and a smile can mean happiness and contentment. What do these gestures say about the work environment, your team and yourself? When you know what to look for, you can tell a lot about someone’s day before she even says a word.
A largely under-recognised yet critical part of verbal communication is tone of voice. How something is said – either the tone used or the inflection given – can completely change the meaning of the words. Without knowing whether the speaker’s intent is to be funny, sarcastic, serious or sincere, a person may respond inappropriately. This often happens to people who communicate predominantly in writing. The written word leaves tone of voice open to interpretation, and you don’t want to learn that lesson the hard way.
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