When a plane flies from Los Angeles to Hawaii, it goes off course 90%…of the time. While pilots know where their headed, the…wind and other anomalies in the sky nudge the plane off course every couple of minutes.…But the plane arrives safely, because the pilot keeps an eye on their progress and…makes small course corrections along the way.…It's the same with your difficult conversations.…You need to make small course corrections along your way in order to achieve your outcome.…You do this by developing a robust action plan, which is the first step in the…follow through phase. At the end of your successful…conversation, you should have left with some initial action items.…
Now, it's time to flush that out with more details.…I cannot convey how important it is to make an action plan.…While you may feel really good about having your successful conversation,…don't let that lull you into a false sense of security.…Good action plans have the following key components.…First, have a clear destination. What is it that you're trying to achieve?…
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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