Crucial Conversations PowerPoint

1. Mission: Empowering individuals to create quality conversations and thereby improve the quality of their life. Crucial Conversations, Tools for Talking W hen S takes are High written by Kerry Patterson, Joseph Grenny , Ron McMillian & Al Switzler Crucial Conversations

2. Crucial Conversations Competence Excellence Positivity

3. Crucial Conversations Have you ever been in deep weeds with a conversation? High Stakes Opposing Opinions Strong Emotions Be On the Lookout!

4. Crucial Conversations Fight: Controlling Labeling Attacking Flight: Masking Avoiding Withdrawing

5. The Sucker’s Choice Truth vs. Relationship

6. Shared Pool of Meaning (Dialogue)

7. Role Play #1 You ask your roommate to move her things in the refrigerator off your shelves, and onto hers. You thought it was no big deal, simply a request to share the space evenly, and you went to all the trouble to label each shelf. You have no hidden agenda. You like this roommate a great deal. She comes back with: “There you go again, telling me how to run my life.” I can’t change the vacuum cleaner bag without you jumping in and giving me advice.”

8. Unhealthy Goals : To Win To Be Right To Look Good To Save Face To Punish To Blame Keep the Peace Avoid Conflict Healthy Goals : To Learn Find the Truth Produce Results Strengthen Relationship Motives Matter

9. Master My Stories Heart Problems What We Can Do Hold Stories Lightly

10. Mother Daughter Video

11. Time to Practice!

12. Role Play #2 Customer calls into the service center, says he wants to deposit a large check, then use it to buy a car. He is told to make the deposit, and a supervisor will release the money for him on the next business day. Customer makes a $37,000 deposit 2/19 (Friday ). He needs the funds released 2/22 (Monday) for the purchase of a car. He calls in irate that we can’t release his funds. We ask for a copy of his check. He says he doesn’t have a copy– no one told him he needed it! Use what you have learned so far to de-escalate this call.

13. Our Stories are the Master Key Salomeh Diaz

14. Contrasting Statements 11/18/16 16 Use “Don’t” Statements to express what you did not __________or_________. Use “Do” Statements to confirm ________ and _____________.

15. 11/18/16 17 Make the Conversation S afe : Apologize Use Contrast Create Mutual Purpose

16. Role Play #3 11/18/16 18 Respond to the following statements with your partner: “You come prancing in here like you own the place.” “Never mind; if you think the white one looks better, I guess you know what’s best.” “You’re not going to actually send that letter are you?” (Looking upset and discouraged.) “Don’t worry. I’m just fine.” “ One more stunt like that and I’m going to the boss.”

17. Our Stories are the Master Key Paths to Success Conversation Planner Mission Crucial Conversations

18. Competence Excellence Positivity Crucial Conversations