Articles
The links below are to PDF versions of the articles we've written about workplace communication and performance.
"Attending"
This article describes how to improve the accuracy and depth of your listening by developing the skill of attending.
"Coaching at Work"
Explains Ridge's approach to coaching in the workplace and how it differs from traditional models of coaching.
"Candor at Work"
When people work in a fast-paced, high-stress environments, their greatest interpersonal challenge is
handling difficult conversations with clarity, ease, and effectiveness. This article shows how candor can be the key to successful resolutions.
"Following: Inside Every Good Follower Is A Leader"
It is a rare listener who helps the speaker tell his own story in his own way. Following skills give you an alternative to back-seat driving of the conversation.
"How To 'Get Somewhere' In Conflict"
Explains how to determine real needs by seeing beyond the tendency to jump to solutions when in conflict.
Improving the Return on Investment of the
Training That Your Employees Attend
Manager support for training initiatives is critical, although it doesn't take a lot of time or effort. A brief meeting before and after the training can increase
employee focus, learning, and results. This article includes some sample agendas and strategies to help get managers started.
"Just Do It: Dealing With Emotions In Conflict "
Describes how to recognize and manage your own emotional reaction to conflict in order to become more skillful at conflict resolution.
"Managing Resistance Worksheets"
These worksheets will help you manage resistance by better understanding key employees' commitment and frames of reference regarding a specific change initiative.
"Overcoming the Destructive Dynamics of Defensiveness"
Once you are aware of what sparks your own defensiveness and that of others, you can make the choice to act and react differently. This article helps you figure out how.
"Preparing For Difficult Conversations"
With thoughtful preparation and three simple but powerful actions, you can raise difficult issues directly and create a playing field where things can be resolved in a professional way.
"Recognizing Opportunities: Getting Results Through Listening"
This article describes how to recognize listening opportunities to uncover real needs and help others solve problems.
"Research-Based Selection and Training of Trainers"
Learn the three "core qualities" that separate excellent trainers from the rest.
"Prescription for Action: Getting and Maintaining Agreements"
Many problems at work can be traced to trouble in getting Agreements with others; either the Agreements weren't made in the first place or they weren't followed through. This article looks at the typical trouble spots when asking people to do something for you, and it gives suggestions for strengthening your Agreements.
"The Candor Imperative"
Candor has been hailed in the business press as a key to unlocking organizational performance, yet there has been little discussion of methods than can foster and sustain candor. This article presents a theoretical model for 1) understanding the forces supporting and constraining organizational candor, and 2) promoting its practice.
"Training: Its Benefits and Limitations"
Reviews the role of training in education and outlines how Ridge has applied these principles in our own training.
"Troubleshooting Agreements"
Many problems in work relationships arise due to incomplete Agreements or a lack of Agreement. This article helps you think through what phase of the Agreement you're in, what's going wrong and what you can do to get on track.
Other Pieces
Agreement Preparation: Notes
The success of an Agreement depends in part on how well you've thought through what you're asking for, why you're asking for it, what could go wrong, and how you plan to keep on top of the agreement. This worksheet can help you think through this valuable preparation before you have the conversation.Appreciation Alerts
A fun way to help make showing appreciation as easy as taking a phone message.Listening Barriers
This handout describes communication roadblocks, responses meant to be helpful but instead act as barriers to communication.No Buts
A reminder to use "and" instead of "but," as described in the August 2008 Insights e-newsletter.Resolution: Make an Agreement With Yourself
Apply Ridge's Agreements process to help you succeed in making resolutions.
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