Now let’s look in detail at the steps. I start by describing, as best I can, the facts of the case—I present observations. This is a good starting point since, firstly, it syncs everyone up on the Situation And, secondly, it sets the tone of the conversation to one of...
This step of the process is for expressing my Needs, so that I can get my client’s understanding and, I would hope, their cooperation in meeting those Needs. Once again, the challenge is to express myself in a way that is clear, honest and effective. And, once again,...
Let’s finish with a complete, if simple example of a confrontation managed with the SUBROUTINE. (if the language is a bit wooden, it’s because this sort of thing never sounds natural when it’s scripted – please bear with me and be assured that it would come out much...
The SUBROUTINE is an excellent tool for delivering clear, complete messages, even when the content is potentially controversial. Throughout the process, I say what I want to say but, at the some time, I avoid inflammatory language At the Situation step, I stick to...
To get started, here’s a reminder of the steps of the SUBROUTINE when used in this mode. I start by describing the Situation in a factual way, using terms that it would be difficult to disagree with. Then I state how the Problems linked to this Situation are affecting...
