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Improving Communication
 You can buy an online video pod cast lesson that will teach how to apply the processdescribed in this iPaper. Click thislink to get stated now.
Improving Communication - Using the TOC Cloud Thinking Process
Goldratt-TOC Ltd
© John Tripp 1994 - 2009
T
441764679756
 
www.goldratt-toc.com
 
Goldratt-TOC Ltd
I don’t knowwho will win but itwon’t be me evenif I do!
 
Improving Communication
Obnoxious Stubborn Illogical
If you have ever been in a discussion and started to think that the other party is obnoxious, stubborn, and illogical then youwere probably having an argument or negotiation that was not going as you would have liked. If you find this happens toooften for you then this paper will be of value and of interest.We have all experienced similar situations. The funny thing is that just about the same time we are feeling that the otherperson is obnoxious, stubborn, and illogical, they are feeling the same things about us.Often these situations do not end well, one party is left unhappy with the out come. Many people just accept this saying thatthere is always a loser in every argument. This does not have to be the outcome. Lets look at such a situation and use it toillustrate a process that can used to create a much better outcome for both parties. Please read the excerpt below from ournew book, you join the story as Peter enters Paul’s office. Peter has called a short meeting so he can put an opportunity tohis boss.
The Argument
Peter knocks on Paul’s door and enters quietly without waiting for Paul to say come in. Peter takes a seat opposite Paul athis desk. Paul saves what he is doing on his Macbook air, closes the screen, and looks up at Peter indicating by doing sothat Peter can begin.“Paul, MacKey Co my supplier for controllers are for sale and we have a great opportunity to buy them at a knock downprice. We need them and we will make a killing”. Paul says “Hang on what are you talking about. I am not sure we need anymore companies just now”.“But Paul you do not understand we can make a huge killing here, these kind of opportunities do not come up very often.”“Peter”, Paul says, to stop the enthusiastic outpouring, “What is the logic for this acquisition ?”“Paul ever since we have been dealing with MacKey they have been struggling to make enough money. The owner MichaelWoolly has always been moaning about the difficulty of making money. Over the past few years more and more of hiscustomers have been shifting their business to low cost countries. He has decided to sell up, and with the profits at the levelthey are now we should be grabbing this opportunity.”“OK Peter, so it sound like you have seen an opportunity, but there are thousands of opportunities coming up every day allaround the world, we do not need this. You are already busy with your current operation, you do not have the time to takeon any more. I do not want to take this business on. I am not going to support or approve this.”“What! Paul this is ridiculous, we can easily cope with Mackey and they can do other work for us, which will spread theoverhead over more product and make them very profitable. You are not making any sense. We are in business to makemoney. We have to take opportunities like this when they come along.”Paul interrupts. “NO I have made my decision - I do not want any more discussion. We have a strategy and a plan we arenot going to jump on just any idea that comes up.”Goldratt-TOC LtdHow To Win Arguments
 Tuesday, 20 January 2009 © John Tripp 1994 - 2009
page 1 of 5
 
Peter obviously hurt jumps up and begins to walk to the door. “Right Paul if that is the way we are going to work together Iwill have to consider what my future is here.” Paul, realising he may not have dealt with the situation as well as he couldhave, calls out to Peter but Peter slams the door and storms back to his office.
Dealing with the Outcome
Paul realises he has a problem, Peter is a good manager and he needs his support and cooperation to run the business.Paul decides to analyse the situation and try to find a way to repair the damage done. He feels this is an opportunity to use atechnique he saw presented a couple of weeks ago at a TOC seminar. Problem is Paul cannot remember exactly how to usethe process, then he remembers that the presenter said there was a simple tool that he could download from their website.Paul opens his Mac again, still childishly pleased at how quickly it jumps to life as soon as the screen is lifted. As soon as thewifi has connected to the server Paul logs ontowww.goldratt-toc.comclicks through to the day to day conflict tool, pays asmall fee via credit card on PayPal and downloads the tool. Five minutes later and he is ready to start. Paul quickly fills in the5 boxes in the template called a cloud although he had to think quite hard about box 3 and 4.
 
Peter and I have a goodworking relationshipDo not invest in MacKeyInvest in MacKeyEnsure we Maintain focuson our core activitiesRun my ownoperation profitably12345 To build the cloud Paul answered 5 straightforward questions.1.What is it that I want?
 [Do not invest in MacKey] 
2.What is it that Peter wants?
 [Invest in MacKey] 
3.Why do I want it - what ned am I trying to satisfy
 [Ensure we Maintain focus on our core activities] 
4.What need is Peter trying to satisfy?
 [Run my own operation profitably] 
5.What are we trying to achieve together -what is our common goal?
 [Peter and I h ave a successful and good working relationship] 
Paul had no problem answering question 1 and 2, it was more difficult to say exactly why he did not want to buy MacKeyand it was more difficult still to put himself in Peter’s mind and verbalise why Peter was so keen to buy MacKey.Having made a first draft paul was impressed with the new view of the situation. The conflict was clear but even moreimportant the needs, the things they skirted around whilst arguing were crystal clear. It was also becoming clear why Petergot so upset. Paul had challenged Peter’s view of his self worth, he had made it absolutely clear to Peter that he Paul ran hisoperation not Peter.Paul soon became less impressed with his work. Having a clearer understanding of the situation did not change his view of what was the correct action nor did it resolve the issue with Peter. Paul decided he needed to go further with the process.Goldratt-TOC LtdHow To Win Arguments
 Tuesday, 20 January 2009 © John Tripp 1994 - 2009
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