4 Steps Crucial Conversations to Handling

What is a CRUCIAL Conversation?

Some common crucial conversations…

Repairing A Relationship

Going for an Interview / Conflicts at Work

Talking to friends who behave badly

Disagreeing over methods or strategy

When a crucial conversation occurs, you have THREE choices…

Handle the conversation well!

Practices to Succeed in Crucial Conversations 4

PRACTICE #1 : MAKE IT SAFE

Respect People’s Emotions

Focus on Values and Objectives Shared

PRACTICE #2 : LISTEN MORE, TALK LESS

Maintain Eye-contact

Paraphrase!

PRACTICE #3 : DO IT JUST RIGHT.

Confronting friend who’s using club’s money for his own use Too soft: “This is probably stupid, but…” Too hard: “You’re a good-for-nothing thief!” Just right: “It looks as if you’ve been using some of the money for your own personal use. Is that right?”

Sharing about not being trusted Too soft: “It’s probably my fault, but…” Too hard: “You’re so proud, you can’t trust anybody!” Just right: “I’m starting to feel that you’re having a problem trust me. Am I right? Please let’s talk about what I did to lose your trust.”

Expressing feelings of rejection… Too soft: “Maybe I’m just insecure or something…” Too hard: “You better start paying me some attention, or I’m leaving!” Just right: “I don’t think you intend to, but I’m honestly starting to feel a little rejected.”

Telling people their performance or work was poor Too soft: “You can probably ignore what I say, but…” Too hard: “You’re horrible! Your performance was the worst ever!” Just right: “Your work would be much better if you had spent time on the details. Right now it’s a little too broad to be useful.”

Critique the PERFORMANCE, not the PERFORMER

PRACTICE #4 : END WITH ACTION

WHAT’S to be done? WHO’s going to do it? WHEN will it be done?

THANK YOU