När en medarbetare kommer till dig som vd eller chef med ett problem eller du upplever att någon brottas med svårigheter finns det i huvudsak tre olika vägar att gå; ett coachande samtal, ett samtal där du tar rollen som expert eller det kanske svåraste samtalet – att lyssna utan att ta ställning.
Med medarbetarens utmaningar i centrum
Samtalsskolan del 2 Att möta en medarbetare i ett samtal kring dennes problem kräver stor lyhördhet och förståelse för vilken typ av samtal som bör användas. Gäller det här att coacha, lyssna eller att ge tydliga råd? Med hjälp av retorikexperten Serena Mon de Vienne reder vi ut begreppen i den andra delen av vår samtalsskola.

Det är viktigt att alltid se den man samtalar med som chef. Foto: Stock Adobe.
Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
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– Det gemensamma för dessa tre samtal är att fokuset ligger på medarbetarens upplevda problem, konstaterar Serena Mon de Vienne som nyligen kommit ut med boken ”Framgångsrika samtal”. Det kan handla om en missnöjd kund, att resultatet av den egna insatsen inte är bra eller att personen i fråga inte vet hur hen ska hantera situationen.
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