As you can see by now, the reflection phase is very important.…Climbing down off our ladder brings important clarity and insights to the process.…One aspect of this clarity is seeing what you have brought to the interaction.…We all have our ladders, and triggers and mirrors.…That's human nature, and there's no one alive who doesn't have them.…Trust me, there's not been a single client I've coached or an organization…I've consulted with that didn't have these elements at play.…And that means that the other member of your difficult situation has ladders,…triggers and mirrors as well. One important part of the reflection…phase is to reflect on your adversary. In doing so, you will hopefully re-frame…them to be your partner rather than your enemy.…
To do this effectively, we must approach this with an open mind and heart.…This should be easier now that you have seen all that is going on for you…underneath the interaction. Let's adopt an attitude of curiosity.…And see what things look like from their side.…
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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