Summary
In this episode, Lauren Larson, a program manager with a background in engineering and management, discusses her experiences in managing engineers and non-technical people. She highlights the differences in communication styles and the importance of understanding and adapting to them. Lauren also shares insights on how to effectively respond to complaints and identify the underlying needs of the person making the complaint. She emphasizes the value of listening and offers advice on how to improve communication by listening more and truly understanding others. The episode concludes with a discussion on travel experiences and the importance of open and candid conversations in personal relationships.
You can reach out to Lauren at https://www.linkedin.com/in/lauren-m-larson/
Takeaways
Understanding and adapting to different communication styles is crucial when managing engineers and non-technical people.
When responding to complaints, it is important to identify the underlying needs of the person making the complaint and provide the appropriate response (sympathy, advice, validation, empathy, or resolution).
Listening more and truly understanding others is a key communication skill that can improve relationships and resolve conflicts.
Open and candid conversations are essential in personal relationships to build trust and create a safe space for communication.
Chapters
00:30 Introduction and Background
01:39 Managing Engineers vs Non-Technical People
03:31 Dealing with Different Departments
04:59 Setting Ground Rules for Meetings
06:33 Understanding and Responding to Complaints
08:38 Different Reasons for Complaints and Responses
11:18 Rephrasing Complaints and Asking Questions
14:34 Taking Responsibility for Communication
18:07 Taking Complaints Personally
19:37 Bringing Work Lessons Home
20:31 Learning Communication Skills
23:08 Lessons from Work and Personal Life
26:52 Favorite Travel Experience and Dream Destination
28:08 Great Communicator
29:28 Communication Advice
