Now that you're clear about your goal, we want to revisit your ladder.…This is the next step of the reflection phase.…You might want to get out the handout you completed before on what your ladder…looks like. The primary strategy we use for this step…is to question. You want to question the assumptions and…conclusions you've made, and you want to question the data you've been using.…This requires you to be willing to be wrong.…I've certainly been wrong, and so, have many of the clients I've coached through…their difficult conversations. In fact, it's likely that you are wrong…at least on some level. So, you want to embrace this step with a…true spirit of curiosity. Remember, you're doing this privately,…so, you have nothing to lose. First, review the facts.…
Pretend you're a video camera or even another observer in the room, you want to…look for other facts that you missed before.…Ask yourself, what might others have seen and heard?…If they were looking at me, what would they have noticed?…
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.
Lynda.com is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
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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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