A520.3.5.RB - Supportive Communication

Whetten & Cameron (2012) defined developing management skills as “communication that seeks to preserve or enhance a positive relationship between you and another person while still addressing a problem, giving negative feedback, or tackling a difficult issue”.  As identified in the textbook, proper use of supportive communication guidelines is a way to achieve this goal. 

·         Differentiate between coaching and counseling situations - Counseling is focused on addressing issues that are current and from the past.  Many experts believe that counseling can be a life-changing series of events.  Through supportive communication in the work environment, the goal is to change the performance levels for the present and for the future.  Coaching, on the other hand, focuses on the present and future issues.  In my work environment, using supportive communication during coaching can be very instrumental in improving performance results.

·         Communicated congruently - For this situation, to integrate supportive communication successfully, I must make sure my facial expressions do not overrule my words.  Sometimes I know what the correct words are that needs to be said, but deep down the words you want to say are different. 

·         Use descriptive statements - To integrate supportive communication successfully for this area, I have to be careful not to evaluate certain issues before I have examined them, leading me to subconsciously use descriptive statements.  By using descriptive statements during supportive communications, hopefully, I can learn to remove personal bias out of my conversations. 

·         Use problem-oriented statements - The bottom line here is to make sure I use problem-oriented statements rather than person-oriented statements during conversations.

·         Use validating statements/Use specific statements - Facts, facts, facts; this is something that I believe strongly in.  With facts, I can make sure the topic is focused and supports the conversation.  The focus should be more specific, meaning we should focus on what is causing the need for supportive communication which can lead back to the root cause of the problem.

·         Use conjunctive statements that flow smoothly - I think it is very important to repeat parts of the conversation to ensure everyone received and interpreted the same message and at the same time acknowledge what was said by others.  I also believe pauses in the conversation are very important to allow time for reflection of the statements in the conversation. 

·         Demonstrate supportive listening - I think everyone can use improvement in this area.  The listener must be very careful with non-verbal actions such as body language; the listener can misconstrue this as being inattentive to what they are saying.  I have learned are the most important thing is maintaining eye contact during the conversation with the speaker.

Supportive communication is a skill that can be very beneficial to anyone serving in a leadership position that has to make key decisions.  By remaining focused on how I can best utilize supportive communication, I feel I can continue improving my communication and leadership skills.