"When the going gets tough, there's only one thing to do: listen!"
MK Mr. Häseli, where can managers or even "normal" employees get help if communication in the office just doesn't want to work?
HÄSELI Sometimes it helps to talk to people from outside who know the situation and can give you food for thought. Otherwise, professional coaches are definitely people who are trained for this and can help you further - after all, you also go to the dentist, a specialist, when you have a toothache. And coaches have a lot of experience in providing support. However, here too, the sooner you get them, the better.MK Because otherwise too many dishes might have been broken?HÄSELI Once again, I compare it to a broken tooth. The longer bacteria and tooth decay can eat through the tissue unhindered, the more effort is required to repair everything. It's exactly the same with communication problems in the office. The longer you wait, the deeper the rifts often become, which then requires a lot of positive energy from everyone involved.MK In your experience, what are the most common causes of such communication problems in everyday office life?HÄSELI On the one hand, it is sometimes simply interpersonal stories that can cause problems. But far more often, the initial reason lies in unclear mutual expectations or not clearly defined areas of tasks and responsibilities. These are the seeds for later misunderstandings.
MK How do you proceed as a coach in such situations in order to gradually improve the situation?
HÄSELI First of all, there is an assessment and location analysis of each individual involved. It is usually also necessary to revisit feedback rules. Then unresolved issues are defined and resolved, because in everyday office life there are usually unspoken expectations or different interpretations of tasks and responsibilities, and finally everyone must be prepared to make an effort and thus a useful contribution to improve the situation. The rest is important and classic: clear measures are defined as to who has to do what by when, and milestones are set to review the process.MK Is there a kind of "first aid tip box" for managers and team leaders to react to escalations and restore at least a minimum level of understanding?HÄSELI When things get dicey, there is only one thing to do: listen, listen! If employees sense that their manager is really taking the problem seriously, an important first step has been taken. The next step can follow in a kind of moderated discussion: clearly defined feedback rules and a clearly conducted discussion can put things right. Supervisors can also get help from a coach here, even if it's just to prepare for this discussion.MK How important is humor in this matter?HÄSELI On the one hand, humor is important for resolving tense situations. However, it only works if it is not forced, both parties have the same understanding of humor and the situation has not escalated too far. Otherwise, for all my love of humor, I would prefer to leave the funny line out of it, and if people are suddenly able to laugh spontaneously with each other again, perhaps because of a third party situation, that is certainly a sign that the first steps have been successful.
About the person
As an international speaker, Stefan Häseli encourages people to experience effective communication in everyday life in a fun way. He is also the author of numerous books and a well-known advisor on radio and TV programs. He regularly analyzes current events as a "communicative observer".
