Improve Your Communication Skills, 2nd Edition

46 Improve your Communication Skills
This four-stage model of conversation – either in its simple WASP 
form, or in the more sophisticated form of relationship–
possibility–opportunity–action – will serve you well in the wide 
range of conversations you will hold as a manager. Some of your 
conversations will include all four stages; some will concentrate 
on one more than another. 
These conversations will only be truly effective if you hold 
them
in order
. The success of each conversation depends on the 
success of the conversation before it. If you fail to resolve a 
conversation, it will continue underneath the next 
in code
. 
Unresolved aspects of a conversation for relationship, for 
instance, can become conflicts of possibility, hidden agendas or 
‘personality clashes’. Possibilities left unexplored become lost 
opportunities. And promises to act that have no real commitment 
behind them will create problems later. 
3. Manage your time 
Conversations take time, and time is the one entirely non-
renewable resource. It’s vital that you manage time well, both for 
and in your conversations. 
Managing time for the conversation 
Work out how much time you have. Don’t just assume that there 
is no time. Be realistic. If necessary, make an appointment at 
– They may commit to accepting or declining at a later 
date (‘I’ll let you know by
x
’). 
– They can make a counter-offer (‘I can’t do that, but I 
can do 
x
’). 
• The conversation results in a promise (‘I will do 
x
for you 
by time 
y
’). 
( c) 2011 Kogan Page L imited, All Rights Reserved.

---

47 Seven Ways to Improve Your Conversations
another time to hold the conversation. Make sure it’s a time that 
both of you find convenient.