Page 177 - Communication in Organizations Basic Skills and Conversation Models

Appendix B 166

role in such a way that the conversation leader gets the opportunity to apply the skills or
conversation model.
The observer should have a clear picture of the goal of the conversation, the structure
and the relevant attitude and skills of the conversation leader.

The preliminary talk
The observer is the ‘director’ of a role play that is usually conducted in a trio. Before the
role play starts, the observer goes over a number of points with the conversation leader.
The conversation partner is not present here. The observer arranges with the conversation
leader about how long the conversation will continue and who will keep an eye on the
time (the observer or the conversation leader). As the observer you also discuss the
conversation leader’s learning objectives, so that you know what you should pay
particular attention to. Also make agreements about what should happen if the
conversation does not proceed smoothly. Does the conversation leader want to make it
known that they want ‘time out’, or would they prefer that the observer intervene if
necessary? In the eventuality of a ‘time out’ the conversation leader can discuss with the
observer how the conversation could better be continued.

Acting and observing

It is important for the conversation leader to try and maintain their role. Of course, at any
time when they are not able to continue they are allowed to have a break. However,
before choosing this option we recommend that you try to find a solution yourself about
difficult points in the conversation. This enlarges the learning effect.
If you play the role of the conversation partner, try to act your role realistically. Try to
imagine how it would actually be if you really wanted a job and had to ‘sell’ yourself at a
job application interview, or what it would be like to talk to your manager about a
personal problem, or to receive criticism from your boss on your performance. It is very
important to give the conversation leader the chance to practise their role. So, neither try
to make it extremely easy nor extra difficult for the conversation leader.
The observers should not disturb the role play. Their task is to register the
communication between conversation leader and conversation partner and to note down
which skills the conversation leader has actually practised. By means of their
observations and feedback, the observer helps the conversation leader to sharpen their
communication skills. The conversation leaders thus receive a good picture of how they
performed during a conversation and how this performance influenced the process of the
conversation. On the basis of these observations, they can try to change their behaviour in
subsequent conversations. To reach this goal—behavioural change—the observations
must be given in concrete terms. Vague observations about how the role play went in
general give the conversation leader little clarity. In such a case they don’t learn how to
change their attitude and behaviour. To observe everything which happens during a
conversation is really an impossible task. So you have to make choices. In order to give