THEN PERHAPS THE CARLA CONCEPT™ COMMUNICATION MODEL CAN HELP!
The CARLA Concept™ is a feedback and communication model that improves decision-making, problem-solving and creative thinking. It's easy to remember, easy to use and drives better results in five simple steps: C - challenges or changes faced
A - actions taken
R - results achieved (quantified)
L - lesson(s) learned
A - alternatives or another approach (now that we know what we know)
HOW DO PEOPLE USE THE CARLA CONCEPT™? HERE'S HOW...
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Promote your department or business function
- Convince others you deserve a "seat at the table"
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Deliver a delicate or difficult message
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To ask for funding or more resources
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Coach an employee to higher levels of performance
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Prove your point
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Counsel others without feeling like "the bad guy"
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Prepare for a difficult discussion
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Avoid dominating a conversation
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Soften an aggressive conversational style
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Conduct a behavioral interview
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Prepare yourself for a job interview
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Deliver bad news
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Debrief a project to your team or manager
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Avoid being labeled "not a team player"
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Help your teenager open up and talk
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Shrink the line outside your office door
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Help others take responsibility for their actions
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Build personal accountability
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Interview home healthcare providers
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Help young people build self-determination skills
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Conduct a "gap analysis" or "after action" report
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Attract investors or donations
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Justify an "unsolicited" proposal
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Strike a balance between participation and facilitation
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Overcome sales objections
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Encourage someone without sounding "preachy"
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Help blind students learn a hands-on task
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Help victims cope with trauma
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Debrief response and recovery efforts following natural disasters
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Influence the spouse to see your side of the coin
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Debrief athletic "plays" after the game
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Coach clients before they take the stand in court
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Facilitate community town hall meetings
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Help your doctor understand your symptoms
PROVOCATIVE QUESTIONS™:
Use the CARLA Concept Communication Model in combination with Provocative Questions™ to get your people talking! Here's how:
Pick a new Provocative Question™ each week. Ask your folks to discuss their experiences using the CARLA Concept™ as a guide for discussion.
What did you do this week that was...
- customer focused?
- downright silly?
- redundant?
- supportive of your team?
- servant leadership driven?
- etc.
Team members can take turns creating questions and adding them to the "question box". They can also take turns answering those questions each week.
Benefit: it will not only get your teams talking about constructive strategies, but they'll be sharing information with one another, solving problems and sharing ideas with their manager. Sure beats the heck out of asking them "How are things going?" and having them answer with "Fine" or "It's okay"! |
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CARLA Concept™ handbook, 2nd Edition, is coming in Summer 2009
IS YOUR TEAM STRUGGLING WITH INTERPERSONAL COMMUNICATION ISSUES? Give them the gift of a CARLA Concept Workshop!
WHAT PEOPLE SAY... “It was amazing to me that I took this class about 2 hours before I was to have a meeting with a social worker who was coming to assist my elderly, ailing parents. I used the CARLA Worksheet to list out all the challenges I needed to cover – it was WONDERFUL. Helping my elderly parents make decisions for their health care, which includes nursing home care is heart wrenching. I was so thankful to have the worksheet to keep me on track on what information I needed. It turned out to be a very productive meeting due in large part to CARLA. Please feel free to share this story if you feel it would be helpful to others. And I thank you for developing this tool and sharing it with others!” Valerie Stasiak, Client Service Officer, Silicon Valley Bank, Newton MA
"As a customer support manager, I have dealt with a lot of tough customers. CARLA helps me convey a sense of clarity and professionalism in every verbal or written communication with my customers as well as colleagues. By practicing the CARLA Concept™, I break down my communication into pieces and organize my agenda with a 'big picture' in mind. CARLA is easy to remember and is effective! Thanks for teaching this wonderful concept!" Jeff Lee, Customer Support Manager, Fanfare Group, Mountain View CA
"The CARLA Concept™ was introduced to my team about 5 years ago. It has been a model that stands the test of time. When we follow the process, we know our message is well thought out and delivered in a professional fact-based manner. It is more than a communication model; it is a way of life!” Denise Quinn, Former Vice President, Consumer Credit Group & Equity Direct, Wells Fargo |
