Join Britt Andreatta for an in-depth discussion in this video When difficult conversations go badly, part of Having Difficult Conversations (2013).
Let's see what a difficult conversation looks like when it doesn't…go well. We're going to watch Scott talk to his…boss, Joe. Scott's concerned about Joe's treatment…of the staff. Over the past few months, Joe's been…really critical of the team's ideas, sometimes even demeaning or insulting them.…Scott's experienced this and also watched Joe do it to others.…Scott believes this is hurting the group's morale, not to mention his own…enjoyment of his job. Scott has both a high amount of concern…for Joe's reaction and a high level of attachment to the outcome.…
Scott: Thanks for agreeing to meet with me, Joe.…Joe: Yeah. But I'm not sure why this couldn't wait…until our regular meeting, but go ahead. Scott: Well, I wanted to talk to you…about the dynamic I'm noticing in our interactions.…It seems like you're getting more critical with my suggestions, and I've…gotta tell you, it's starting to make me feel like you don't value my contributions.…Joe: That's not true. Most of your ideas were used on our last product.…
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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