Hill Enterprises, Inc

D-U-V-H
A Win/Win
Communication Tool

What:	A collaborative communication tool that requires both inquiry and advocacy skills. Positions your needs in relation to your customer’s needs Requires you to seek to understand the world of another
When:	Use it when there are differences in perceptions or expectations that can be resolved through discussion
How:	Follow the process outlined below

Process Step	Possible Questions
Determine what the issue is.	Do you have any concerns? Can you tell me why you’re hesitant to move forward?
Understand the issue from the other person’s point of view.	What are you most concerned about? I’d like to understand why you feel the way you do. Can you tell me more?
Verify that your understanding is correct; and also confirm whether there are any other objections.	So it sounds like__________; do I have it right? So your primary concern is _______, do you have any other concerns?
Handle the real issues.	Now that I understand your concerns, what would you think if we approached it this way….? I have an idea of how we can both get what we need; what if we….?

E-mail Jan for more information.