The C.A.R.L.A. Concept™ Model and Other Interpersonal Communication Tips

by Laura Benjamin, Colorado Communication and Career Coach

Regardless of whether my audience is in Germany or in St. Louis MO, employees and managers have the same frustration...

They ask, "How can I share a valid concern or problem (otherwise known as an 'opportunity') with the boss without being labeled as 'negative' or worse yet (here's the corporate kiss of death), 'not a team player'?"

According to an IBM study, managers only get about 12% of the information needed to do their jobs. As leaders, it's in our best interests to be informed, yet despite our good intentions we may be discouraging communication rather than facilitating it!

How Frontline Leaders Discourage Communication

We establish 'open door policies' to solicit employee input, but then dismiss their issue as unimportant (overtly or subtly through non-verbals), tell them that management has it under control, or ask them to 'be more positive' or 'get on board' with new initiatives. How many of us test the 'open door policy' to learn very quickly it exists in name only and decide it's safer not to speak up in the future?

We say, 'Don't come to me with a problem unless you also come with a solution.' That's a tremendous amount of pressure to place on someone who hasn't been taught how to access resources or who hasn't been given the authority.

It's much better to ask, "Please come to me with a problem AND bring me your ideas, tips and suggestions to help resolve it."

That way, we encourage folks to raise an issue without feeling like they have to have a solution AND the right solution!

On the flip side, there are those people who complain often about the most trivial of issues ('She left her stapler on my side of the desk again!') and this may be a good way to encourage people to work these things out for themselves.

Get Better Communication with The C.A.R.L.A. Concept™ Communication Model

Is it possible to strike a balance between those who complain at the drop of a hat and those who have valid concerns?  Yes, by teaching them how to raise an issue using my C.A.R.L.A. Concept™ communication model. It is a structured method to help people learn how to analyze and communication in a clear, concise manner:

• C = What circumstances did you face?

• A = What actions did you take?

• R = What results did you get?

• L = What lesson(s) did you learn?

• A = What's another approach, now that you know what you know?

Benefits of Coaching Employees on Interpersonal Communication

Yes, it's difficult to take the time to stop what you're doing and coach an employee on how to raise issues respectfully or bring up a problem that requires your attention. But there is great value for both you and your employees in helping them learn how to communicate more effectively, including:

• You get more information and become more informed, so you're not taken by surprise should an issue "blow up"

• You becoming more effective at your job

• It is the ultimate coaching tool, so you can improve the way you deliver constructive feedback in a way that doesn't make you out to be "the bad guy"

• You help your employees develop and learn how to think through problems, analyze the result of their actions, propose clear solutions and learn from their mistakes

Bonus Tip: Ask employees to rate their concern on a scale of 1 to 10, so you have a better idea how important their concern is...to them! After you walk them through the C.A.R.L.A. Concept™ model (above), ask them to rank their concern again on a scale from 1 to 10. It'll be interesting to see if they change their perspective!

Copyright © 2008 Laura Benjamin and Pinehurst Press Ltd. All rights reserved. Reprint with permission only. Laura Benjamin is a Communication and Career Coach specializing in interpersonal communication, online communication and career issues. She is Author of The C.A.R.L.A. Concept™: How to Raise an Issue, Prove Your Point and Communicate with Confidence & Clarity. Her Colorado-based company is a woman-owned, veteran owned small business. To join the thousands who enjoy her articles, blog posts and audio programs, please visit www.LauraBenjamin.com