What Is It Good For?
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Matching helps interactions with participants
so you can focus on solving the problem. Consciously matching
the approach or perspective of the other person to empathize or
lead may help diffuse situations, enhance your understanding of
their concerns, and build working relationships.
At times, you will be on a different level from the group
or person you are trying to communicate with. Matching will help
forge a common bond, build consent, and focus on the issues and
options so that you can implement a solution.
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How Do I Use It?
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Match the level of the group for a few minutes
and then gradually change to where you want to be. Different types
of levels include mood, thought process, and personality:
- Mood
- Think about the emotions of that person or group and work
from that level. If you are dealing with an angry "customer,"
you could raise your voice and quicken your pace for a few moments.
Then gradually lower your voice and slow the pace until you
are at a more "reasonable level." Or you might begin in a calm
voice to diffuse the situation. The method you chose will depend
on the circumstances. Chances are that your customer will follow
suit.
- Thought process
- Participants will be at varying levels of awareness in
the decision process. If your team is at a stage where they
are weighing reasonable choices while most of the people at
a public meeting are still at a stage of wishful thinking, you
might say, "If we had the time, money, and resources, we could.
. ." After spending a few minutes on a wish list, you can lead
the participants to weigh reasonable choices by saying, "Unfortunately,
we have only so much to work with."
- Learning modes
- People learn by seeing, hearing, or doing. The mode that
each person prefers shows up in the manner of speaking--"I see
your point," "I hear you," "I feel that." Tuning into these
speech clues and patterns can give you an idea of how to approach
someone.
- Personality.
- We all approach matters using different methods and perspectives,
according to our personalities.
If you are an analyzer who likes to look at each part of the
equation before deciding, and you are working with a pragmatist
who just wants to get the job done, you might try to look at the
situation from his point of view and ask, "What is the quickest
way to get what we need?" Recognize your own limitations. If needed,
use other staff whose personalities are more fitted to the situation.
Personality tests abound. The Myers Briggs analysis is one of
the more popular and useful. Psychiatry On Line is one source
of information about
Myers Briggs in the Workplace. (Note that Reclamation does
not endorse any products or services on this or any other link
to a non-Reclamation server.)
You may want to take a personality test to see how you approach
people and situations. Then you can roughly classify others. After
seeing how other members of your team or public like to analyze
or interact, you can work with varying approaches to reach a common
goal.
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