Page 67 - Perfect Phrases for Motivating and Rewarding

■ “Thank you for bringing that problem to my attention. It does
need to be addressed immediately. I’ll let senior management
know and tell them that you picked it up. Nice work.”
■ “Let’s not take anything for granted. I know you should have
no problem making the arrangements we discussed, but
please call or e-mail me to confirm that all scheduling details
are completed.”
■ “Check online for step-by-step procedures. It’s a lot to
remember until you’re completely familiar with each process.”
■ “I know you’re pushing a deadline, but I do have to explain this
to you before I leave. Can you take a few minutes now?”

Listening for Clear Communication

The Motivational Mindset

■ Show that you are listening: Make eye contact, respond, and
focus on the person speaking to you.
■ Ask open-ended questions, which encourage more than one-
word responses. They typically start with what, where, how, or
why, or phrases such as tell me or please explain.
■ Summarize to be certain you understand and/or are
understood.
■ Make clarification a way of life. Ask employees to repeat
important information to you and do the same for them.
■ Identify people who have good ideas but may be shy about
expressing them. Encourage them to share.
■ Do not interrupt, complete others’ sentences, or jump to
conclusions.
■ Use open, attentive body language. Leaning forward,
making eye contact, and keeping your arms uncrossed are all
expressions of interest and attention.

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