Staff Meetings: In One Ear And Out The Other
Have you ever had the experience of telling your staff how, when or where to do something, only to have the instructions misunderstood or totally ignored?
Of course! We all have.
Use The Mirror Technique To Be Heard
When verbal instructions break down, there are generally three reasons:
1. Your instructions were not clear enough.
2. The listener was in a passive mode. They were not actively ignoring you.
They may have been distracted or just not engaged in what you had to say.
3. Your instructions were clear and the listener was engaged. But, they didn't
understand and they weren’t assertive enough to ask for clarity.
In any case, there is a better way to get the results you want. It's called the ‘mirror technique’.
I actually learned the mirror technique in a marriage enrichment class with my lovely wife. I am happy to report that she has used it on me with great success over the years.
Here's How It Works
You: Susie, part of your job in this new role is to confirm each appointment at least 24 hours in advance. Any questions?
Susie: No questions!
You: Can you mirror that back to me please? I just want to make sure you understand what I'm asking?
Susie: What I heard you say was that it would be a good idea to confirm all our appointments at least one day in advance. Have I got that right?
Side note: You need to explain the mirror technique to your staff in advance and teach them to use the phrases, "What I heard you say was" and "Have I got that right?"
You: No. I did not say it would be a good idea. What I said was you need to absolutely, positively, attempt to confirm every appointment at least 24 hours in advance.
I expect you to tell me if there any reason you cannot do that. Can you mirror that back to me please?
Susie: What I heard you say was that I absolutely, positively, need to confirm every appointment on the books at least 24 hours in advance.
And, if for some reason I cannot do that, I need to let you know. Have I got that right?
You: Thanks Susie. You have it!
Why The Mirror Technique Works
The beauty of the mirror technique is that it forces the other party to stop, think and engage in the listening process. And then, it gives the speaker an opportunity to clarify his or her message.
Got it?
Jerry Hayes, OD
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Disclaimer: The information and opinions contained on this site are for discussion purposes only and are NOT intended to serve as legal, accounting or investment advice. ©2010 Jerry Hayes, OD. Not to be reproduced without written permission of the author.
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Mirror Technique
Pure Common Sense Gold... will use it at every step of staff training!!!