b'Leadership CSIA 13understand their point of view. Whether youre talking to an employee, a partner, or someone outside your company, your goal should usually be to arrive at a mutually agreeable solution.Anger, insults, or intellectual superiority wont get you there, but saying something like this just might. 3. Could you explain the problem? When someone is having an issue, asking them to explain the problem can help you in multiple ways. First of all, it always pays to get someone to tell you with a bit of detail exactly whats bothering them, even if you think you already know. Some of the time, youll discover that what you thought was the biggest issue really doesnt matter that much, and something else you thought was no big deal is theMember MICASWICAESICAreal crux of the problem. Beyond that,SEICAWIACSICAyoure letting the other person know that youre willing to truly listen to them, always a good thing to do. And talking out the problem in detail will help them vent some of their negative emotions about5. Id love your input.Whether you say it. That may help them calm down and startCENTRAL STATES INSULATION ASSOCIATIONthinking through possible solutions.it to an employee, a colleague, or even a prospective customer, this may be the most 4. This situation makes meThepowerful phrase of them all. Most people end of that sentence could be worried,love sharing their thoughts and opinions, confused, or even upset. If youre feelingso inviting them to do so is likely to please those sorts of negative emotions, its almostthem. Even more important, by asking always a good idea to focus on the situationtheir advice, youre letting them know their at hand and the problem that needs to beinsights and expertise matter to you. Thats solved, not on the person who may havean expression of respect that will likely make caused it.The exception is when someonethem feel good about themselves, and about has done something truly unacceptable, suchtheir relationship with you as well.as falsifying information or harassing an employee. Its still important to remain calm and not let your anger take over, but its vital to let the offender know they have crossed a line and that there will be consequences. csiaonline.org'