Page 131 - Perfect Phrases for Motivating and Rewarding

■ “Let’s start with the assumption that no one lied.
Misinformation and misperceptions don’t mean someone
intended to deceive. If we’re going to get to the bottom of
this, let’s start by giving everyone the benefit of the doubt and
see where that leads.”
■ “Clearly you each have a different perception of what
happened. Please tell me yours.”
■ “The situation, as I understand it, is this:
. What resolution does each of you propose?”
■ “I can see the anxiety this has caused. Let’s slow down and
look at the facts. We all want this to succeed.”
■ “Colin, what did you hear Jack say? Jack, what do you
remember saying?”
■ “It doesn’t matter whose fault the mistake was. Let’s pull
together to fix the problem and determine how to prevent a
similar one.”
■ “It was my mistake. I’m sorry for the extra work it caused.”
■ “We’re all under a great deal of pressure; however, shouting
at one another and slamming papers down on desks doesn’t
help. No one here is the problem. Let’s focus on the work and
be respectful of each other in the process.”
■ “I realize that Sven didn’t include you in the initial planning
meeting. That would upset me also. Sven, you can understand
that, right? However, now we must move on. What remaining
issues must you address? You two can certainly work that out.”
■ “I can see both sides. How would each of you like to resolve
this?”

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