Test

CONSTRUCTIVE STEPS OF
APPRECIATIVE COMMUNICATION
What are the constructive steps after receiving an opposing opinion / a critical
remark / a perceived attack ?
R a t i o n a l E m o t i o n a l
1 Silence : Really listen to the last word to fully understand the
other person to prepare your appropriate reaction
2 Affirmation : Affirm the opinion received by using the name of
your interlocutor – Alternative strategies :
a) Appreciate (e.g. I appreciate your input, well done,
perfect input, excellent question, important remark,
etc.) + wait for reaction
b) Repeat exactly his/her same words + wait for reaction
c) Simply say ‘Yes’ + wait for reaction
3 Answer : Give a thoughtful explanation if needed + wait for
reaction
4 Question : The one who asks leads - Alternative strategies :
a) To even better understand the subject : ‘What
exactly do you mean by… ?’
b) To check if your answer has been well received:
‘Are you satisfied with the answer ?’
If YES : Appreciate + continue with your next point
If NO : Appreciate + ask ‘What else would you need ?’
c) To change the subject deliberately : ‘What about… ?’
BUILDING BRIDGES TO COMPLETE THE PUZZLE
From the ‘Yes, but...’ attitude (defensive mode)
To the ‘Yes, and + open question’ attitude (constructive debate)
OUR LEADERSHIP PRINCIPLES – I ensure and expect open and honest communication
© BS Group / Living Vision · www.livingvision.swiss · documentation ( MA LS 150050 EN )