Gartner Research

Leading From the Heart: How to Have Winning Conversations

Published: 25 June 2015

ID: G00276013

Analyst(s): Bard Papegaaij


Conversations are windows of opportunity for people to improve their relationships with others, so it pays for CIOs to hone their conversational skills. This research looks at the factors that determine the effectiveness of conversations, and provides best practices for having winning conversations.

Table Of Contents
  • Key Challenges



  • Develop Three Levels of Awareness — Self, Environment and Others
    • Awareness of Self
    • Awareness of Environment
    • Awareness of Others
  • Make Listening Your Most Important Act of Communication
  • Make Your Active Listening Speak Louder Than Your Words
    • Value
    • Respect
    • Empathy
  • Collaboratively Explore the Other Person's Perspective to Help Them See Things in a New Way
  • Use Open and Positive Responses to Invite Further Conversation
    • Focus on the Positives, Even When You Experience Negative Emotions
    • Stay With Your Own Emotions Rather Than Take on Those of the Other Person
    • Use Positive Reframing to Help Yourself and the Other Person See the Positive Side
  • Turn Having Winning Conversations Into Regular Practice

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