The Communication Problem Solver 12. Managers need top-flight communication skills to keep their staffs productive and collaborative. But often, those who manage lack the ability to get things back on track once miscommunication occurs. This book helps readers analyze their communication skills and challenges and explains how they can use simple problem-solving techniques to resolve the people issues that derail productivity at work. Easily accessible and filled with real world management examples. This no-nonsense guide is packed with practical tools to help any manager be immediately effective, as well as a handy list of common communication problems and corresponding solutions | How to Use Your Process Skills to Prevent and Solve Communication Problems Did you complete the monthly report Did you give the customer the handout on our service policy By what percentage did our market share grow last year Do you work at home on Fridays Does our competitor sell this product Could we meet on Monday Could we come up with three options by Thursday Can your team meet the deadline if we add this new task Should we give gift certificates as a performance reward Are you CPR certified When does your certification expire Are you ready to give your presentation to the executive committee Are we within budget Were you in our Paris office last week What is the budget for this project What is the address of the New York office What department do you work in 3. Behavioral Questions Behavioral questions use past behavior to predict what a person might do in the future. Behavior is what a person does or says. It is the observable manner in which a person acts or performs under specified circumstances. Behavioral questions refer to actions others can observe by using the five senses. In most offices actions you can actually see people doing or statements you can hear them saying can be described as behavior. In libraries stores labs manufacturing plants restaurants and other environments you may be able to apply the other senses of touch smell and taste. When to Use. Most often behavioral questions are used in interviewing to discover what applicants have accomplished in the past and the way 92 Top-Tier Questioning Techniques they did it. The idea is to project how the candidate would handle a similar situation on the job the manager has open. Some of my clients have also used behavioral questions in team training meetings. The manager asks teammates to answer a behavioral question about how they have handled a challenge. Several coworkers might answer the same question. As the colleagues listen they learn a variety of ways to handle similar situations. .
