Join Britt Andreatta for an in-depth discussion in this video The Matrix of Difficulty, part of Having Difficult Conversations (2013).
When we talk about a conversation being difficult, we're really referring…to emotions. People find conversations challenging or…difficult for a variety of reasons. For the initiator, conversations are…generally difficult for two reasons. One, you're concerned about their…reaction to your message. And two, you're attached to the outcome…of the conversation. I'll get to the receiving end later in…this course. For now let's focus on when you're the initiator.…First let's look at your concerns about their reaction.…This has to do with the other person's response during the actual conversation itself.…
Here are some typical concerns and there's overlaps between them.…We'll be seen as mean or aggressive. The other person will be hurt and cry.…They might argue or get defensive. They might blame us for the problem.…They might yell or get physically aggressive, or they might get back at us later.…And this is exacerbated by the relationship you have with the person.…When the other person has more power like a boss or parent you're probably more…
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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