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Conversation Management

Conversation management is the art of making a conversation purposeful, effective, and enjoyable. This involves various techniques, communication models, and skills that can be used in both professional and private conversations. In this glossary entry, the basics of conversation management, various approaches and techniques, as well as their significance for daily interactions are explained.

Conversation Management - Definition and Importance

Conversation management refers to the ability to consciously control and guide conversations and communication to achieve the desired goals. It is about conveying information and opinions as well as developing relationships and achieving common solutions.The art of conversation management consists of applying various communication styles and techniques to achieve an optimal result for all participants. Aspects such as empathy, listening, questioning techniques, argumentation, and negotiation tactics play a role.In many professional and private situations, good conversation management is crucial for success. It can help to avoid misunderstandings, resolve conflicts, build trust, and create motivating working and living conditions.

Principles of Conversation Management

There are various principles and recommendations for successful conversation management. Here are some of them:

  • Active Listening: Listen attentively and reflect on what has been heard to signal understanding and appreciation.
  • Show Empathy: Put oneself in the position of the conversation partner and perceive their feelings and needs.
  • Ask Open Questions: Questions that cannot be answered with just "yes" or "no" promote communication and information exchange.
  • Use "I" Statements: Express one's own opinion and feelings without attacking or judging the other person.
  • Provide Constructive Criticism: Formulate criticism in a factual and solution-oriented manner to avoid hurting or devaluing the conversation partner.
  • Apply Negotiation Skills: Identify common interests and find compromises to create win-win situations.

Techniques and Models of Conversation Management

There are various techniques and models that can be used in conversation management. Some examples include:

  • The Four-Sides Model by Schulz von Thun: This communication model distinguishes four levels of communication: factual content, relationship, self-revelation, and appeal. Conscious control of these levels can improve conversation management.
  • Transactional Analysis: This method deals with the various roles that people take on in communication (Parent-Ego, Adult-Ego, Child-Ego) and the associated communication patterns.
  • Systemic Conversation Management: Here, the focus is on the interactions and relationships between the conversation partners. The goal is to discover and utilize common solutions and resources.
  • Solution-Focused Conversation Management: This technique focuses on solving problems and strengthening the resources and competencies of the conversation partners, rather than focusing on deficits and weaknesses.

Importance of Conversation Management in Various Contexts

Good conversation management is important in many areas of life and can be applied in both private and professional contexts. Some examples include:

  • Leaders: For leaders, good conversation management is essential to motivate employees, resolve conflicts, and create a positive work atmosphere.
  • Sales and Customer Consulting: In sales and customer consulting, conversation management is crucial to build trust, recognize needs, and offer suitable solutions.
  • Psychology and Coaching: In psychological counseling and coaching, conversation management is a central tool to support clients in reflection, problem-solving, and personal development.
  • Private and Social Environment: Even in private relationships and the social environment, good conversation management contributes to avoiding misunderstandings, resolving conflicts, and promoting harmonious coexistence.


Conversation management is an important skill that contributes to success in many areas of life. By learning and applying various techniques and communication models, the quality of conversations can be improved and collaboration and coexistence can be positively influenced.