Not Keeping an Open Mind

It's tempting to try to avoid difficult conversations, but this can cause further problems.

• Preparation is key to handling difficult conversations.
• Use tools such as the Situation – Behavior – Impact technique to encourage your people to reflect on their behavior.

Poorly-prepared presentations, reports, or emails frustrate your audience and can, over time, damage your reputation.

• Set aside time to plan your communication thoroughly.
• Create a credible, intelligent, and compelling message that emotionally and intellectually appeals ...

You may overlook people's different personalities, needs and expectations with a One-size-fits-all approach.

Your communications need to address those differences as much as possible so that everyone can benefit from your session.

Always take time to check that people have understood your message.

To check that you've been understood correctly, use open questions that start with "how," "why" or "what." These encourage reflection and will help your audience to explain what they have taken from your commu...

Forwarding sensitive email to the wrong person, or sending an incorrect attachment can cause serious problems.

It might be helpful to draft emails in a word processing document or blank email, and then to paste the text into a new message. Only then select the recipient.

Written communication channels don't allow you to soften difficult messages with nonverbal cues.

Delivering a message in person makes it easier to pick up on signs that people have misunderstood parts of your message.

Strong emotional reactions can damage your reputation. 

Instead, try and respond calmly.

Spelling, tone and grammatical mistakes can make you look careless.

• Don't rely on spell-checkers.
• Proofread your work.
• Use a dictionary to look up any words that you're unsure about. 
• Reading your work aloud makes it easier to catch typos and tone errors....