“When It Matters Most, We Do Our Worst”
— Crucial Conversations, Tools for talking when stakes are high, by Kerry Patterson, Joseph Grenny, Ron McMillan & Al Switzler
Key conversations happen every minute of every day across the world. Some are handled well and result in decisions and actions that propel organizations, teams, and individuals forward.
Often, difficult conversations, not carefully managed, may lead to incorrect decisions and disappointing outcomes. This session prepares participants for the inevitable, challenging exchanges, explains how to deflect potential conflict, and achieve optimum results.
Techniques to manage key conversations
Participants practice a series of procedures to maintain a balanced mindset in potentially challenging conversations. Specific behaviors that could inflame or ignite a situation are analyzed, for example, attempting to oversimplify a complex situation; “If it weren’t complicated, we wouldn’t need to discuss it!”
Other common pitfalls include lashing out, or conversely shutting down.
Every session includes:
- Defining a conversation that ran away and became uncontrollable, versus, how an improved outcome could have been achieved
- Active listening behaviors
- Individual assessment – Your Style Under Stress™ Assessment. This comprehensive analysis takes participants through a serious of workplace situations to determine their predisposed approach to dealing with challenging conversations – and how to evolve to behavior that improves chances for more positive results.