How to deal with triangles ? Strengthen communication between the parties on the “hot leg” of the triangle. FredBill You
The Hierarchy of responses Your response can be at the high end of de-triangling through to the low-end of encouraging triangles
The hierarchy of response …. reroute complaints, don’t carry messages for the sender facilitate a meeting and coach the parties in communicating directly
The hierarchy of response …. transmit verbatim messages and coach the receiver carry the message but protect the sender’s name soften the message to protect the sender
The hierarchy continued … add your spin to the message to protect the sender do nothing, the participants will triangle with someone else do nothing and spread the gossip, you will triangle with others.
Managing triangles Look for triangles, not people to blame Step out of the emotional pull Focus on the “hot leg” Reroute complaints in constructive ways Avoid indirect message channels Reinforce changed behaviours
Connected Triangles In any organisation there are triangles of relationships. The communication of information creates triangles.