Emotions play an important part in our difficult conversations.…So it's vital to also reflect on your feelings.…In fact in my consulting work, I've seen emotions be so central, that I've added…this as a 5th rung to the ladder of inference.…So let's take a look at the role your emotions play.…Now if you're like most people, this exercise has reactivated some of your…feelings about this person and the problem.…Take a moment to notice how it shows up in your body.…Have you clenched your jaw has your heart rate increased?…What about your stomach, has it tightened?…Also take a moment to list any emotions or feelings you either had during the…situation itself or even now while reflecting on it.…
Rate the strength of each emotion on a scale of 1 to 10 your emotional…thermometer here's what Scott noticed. Scott: I get a knot in my stomach and I'm…shaky in my chest. I was annoyed with Joe's bad mood and how…he treated Brooke. When he told me he couldn't old my hand I…was livid. I really hate it when people criticise me.…
Along the way, learn the secrets of turning difficult conversations into successful interactions that enhance communication and rapport. Improve both your professional and personal relationships, finding your way back from conflict through mutually successful outcomes.
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- Understand why conversations go badly
- Define the influence of power structures and patterns in a difficult conversation
- Identify observable behaviors and use them to focus on facts and on how behaviors affect the business
- Control the direction of a conversation
- Build a blueprint from which to structure a conversation
- Identify and prepare for resistance during a difficult conversation
- Identify the conversational choices available to you when others resist your efforts
Skill Level Intermediate
1. Understanding Difficult Conversations
2. The Buildup Phase
3. The Reflection Phase
4. The Conversation Phase
5. The Follow-Through Phase
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