Join Britt Andreatta for an in-depth discussion in this video Hijacks and hooks, part of Having Difficult Conversations (2013).
Another important part of the reflection process is to look at the…emotions that the situation brings up. Review the feelings that are part of your ladder.…Did you rate any of them at a medium or high level on your thermometer?…My guess is that you did, otherwise the situation would not be all that…concerning to you. Scott was annoyed at a level five,…frustrated at a level six and livid at a level nine.…And were any of your feelings accompanied by the fight or flight response.…Your body has a complex alarm system that's always on alert for potential attack.…
When our brains senses danger, a walnut size piece of it called the amygdala,…fires off a signal, flooding our body with hormonal chemicals.…This prepares the body to literally fight the danger or outrun it.…This happened to Scott when the though Joe was calling him a kid.…He felt a spike of anger along with a pounding heart and clenched stomach.…When were in this state, we actually lose access to the higher functioning part of…our brain. Really, the logical part of the brain…
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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