• Understand the context and get to the root cause of the problem by adopting a consultative role
• Find common ground and ascertain any potential barriers to mutual understanding
  Provide answers, not problems, and ensure the boss understands that you are both working towards benefiting the business
• Do not let the conversation move to an emotional level - stay focused on the rational business argument
• Know what makes the boss tick, as understanding their personality will help you respond appropriately
• Avoid personal agendas and adopting religious stances regarding technology - your role is to support the business
• Communicate in terms that the boss will understand, do not blind them with science
  Help them to see how their proposal might impact the wider IT strategy - which they have previously agreed upon
• Know where they source their information and read what they read so that you can pre-empt tricky situations and even say, “hey, have you read this” to build bridges
• Focus on educating the boss on pertinent matters by drip-feeding information so that they will have a broad understanding of the issues

from John Robson, chief IT officer, Sitel