- Be aware of your posture, gestures and facial expressions.
- Send consistent messages, your body language should match and reinforce your verbal statements.
- Strive for a friendly tone of voice.
- Maintain eye contact, but don't stare or glare.
- Rehearse your body language as much as you research your words.
- Articulate vision, values, strategies, goals and alignment.
- Clearly define priorities and expectations
- Communicate face to face (not by memo or e-mail) up and down the organization.
- Express your confidence in the Staff Member and his/her work.
- Be receptive. Show interest.
- Give your complete attention.
- Paraphrase his/her main points (not yours).
- Reflect back content/feelings or what you've heard
- Be curious - no condemning. Focus on the problem - not the person.
- As "W" questions - what, where, when, why, plus how.
- Open up the opportunity for the other person to think.
- Probe deeper - ask for examples, evidence, reasons. "In addition to that, is there anything else?" or "Suppose we"
- Catch Staff Members doing it right.
- Be specific in describing the positive behavior/performance.
- Explain the importance of this behavior to you, the work group and the department/unit.
- Sincerely express your appreciation.