Communication Recovery – Six Step Model
Have you ever said something unintentionally offensive & wished you could take it back? You know how awkward it feels when communication goes awry - it does very often. Even with the best of intent to be correct, you say things biased or objectionable. You may ignore it & hope no one notices. (It does get, for sure!) Or, you can employ a strategy for recovery.
"Communication Recovery" involves accepting your mistake, sincerely apologizing, & then moving on in a more positive way. This skill is underutilized. When things go wrong in communication, many shy away from trying to recover, are afraid things may become worse, don't know what to do. The good news is Communication Recovery is possible, not difficult to do, & has a big payoff.
Communication Recovery allows you to acknowledge mistake – when you have unintentionally demeaned, discounted, or hurt others. Gives you a chance to rebuild communication with listener(s) & enhance credibility. The process includes 6 quick steps & takes 30 seconds or less. It is painless.
1. Accept the Feedback – Give some sign that you are open to input - listening & thanking the listner.
2. Acknowledge Intent & Impact – most important thing is to recognize negative impact of your statement or behavior on the listner, regardless of your good intent.
3. Apologize – Say "I'm sorry" or "I apologize," and do so sincerely.
4. Ask Questions for Clarification – If you don't understand the feedback you're given, ask questions for greater clarity.
5. Adjust/Change – State/demonstrate what you will do differently, clear sign you've accepted the feedback & not to repeat offense.
6. Move Forward – Recovery is a quick process. You don't need to linger. Move on once the listener is ready.
Of these, Acceptance of feedback & apologizing is most powerful. In its simplest form, recovery sounds like this:"Thanks for telling me. I'm sorry."
No comments:
Post a Comment