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Developing Expertise in
Work-Based Learning and
Teaching Assessment (DELTA)
www.deltaproject.eu

Listen with undivided attention. Switch the telephone mute or switch the
forwarding on.
Observe agreed confidentiality. Try to find a positive language. In a sheltered
environment, don't speak about conflicts in front
of employees, but talk in private.

It is worth investing in improving the culture of discussion, even if this initially requires more time and
energy. The methods listed below will help you to understand what your counterpart wants to express and
will help you to better understand yourself.

Techniques of communication:

Methodes Explanation Examples

I messages The one who speaks in I-messages is I'm worried that you...I think it would
a person who expresses feelings and be better if...I would suggest that...
who does not stand above things like I think it could be easier if you
a "demigod". This turns an
Did I understand you correctly that
authoritarian announcement into a
common communication in which the you often come too late because...?
misconduct and accusations of the Is it true that...?
other are no longer the focus of What do you mean by...?
attention What do you mean by...?

Changing perspectives The person who changes his point of What would the customers say about
view tries to adopt the other person's it?
point of view and thereby to If you were the boss in this business,
understand his actions and intentions. how would you solve the problem?"

IO2:​ ​Toolbox for Tutors and Mentors DELTA - 2017-1-UK01-KA202-036810 Seite 24

This project
has been funded with support from the European Commission. This
publication [communication] and all its contents reflect the views only of the author,
and the Commission cannot be held responsible for any use which may be made of the information