Successfully Mastering Difficult Conversations.pptx

Learning objective: Examine methods to approach difficult conversations with empathy, curiosity, and a commitment to collaborative problem-solving.

Have you ever faced what you consider to be a difficult conversation with a colleague? In the workplace, there are times when it is necessary to give critical feedback, asking for more money, time, or resources, or confronting a colleague. Your ability to communicate effectively is crucial to navigating difficult conversations successfully. In every conversation, there are costs to conversations that are not well managed such as stress, poor decision making and low morale. On the flip side, there can also be true gains by resolving issues without blame, upset and misunderstanding.

Since ignoring disagreements doesn’t make them go away, being able to deal with difficult conversations effectively is an essential skill in maintaining good relationships and succeeding in life. We want to help remove the fear factor from difficult conversations by sharing tools to help turn that tough talk into a constructive dialogue to keep your relationships intact and your career on track. Avoiding potentially difficult conversations can be just as damaging as handling them poorly, especially if it means not voicing a concern or giving feedback. Feedback is essential for learning and opens the possibility for course correction. A difficult conversation can raise awareness of the need to change and prompt improvements which otherwise were unlikely. Mastering these conversations can open new avenues for freedom, connection and better productivity.

At the end of this seminar, attendees will:

1. Examine common faults we produce when having a difficult conversation and how to avoid them.
2. Explore strategies for conducting difficult conversations, directly and professionally.
3. Techniques on building a good opening of a difficult conversation more effectively.
4. Develop guidelines to prevent defensiveness when you are provoked.
5. Discuss strategies for focusing on challenges and resolutions instead of blaming others.

1. Successfully Mastering Difficult Conversations Todd Frech

2. 3 Perception Exercise

3. 4 Dynamics of Difficult Conversations Stress Anger Embarrassment Frustration Indiference Aggravation Shock

4. 5 Power Dynamics Control over the situation Risk to my position or perception of me Privilege that I may have in the relationship Authority that I may have to refuse to change

5. 6 DESC Model Describe the situation objectively (note both sides) Express how you feel (as appropriate to the situation) Specify behavior or outcomes you would like to see Specify the consequences (positive and negative)

6. 7 Consider Outcomes I win, you lose (perception: best outcome for me) You win, I lose (perception: best outcome for you) We both win (perception: best outcome for us) We both lose (perception: worst outcome for us)

7. 8 Practical Approach Plan the conversation Choose the right time Be observant of the environment Practice being calmly assertive