When difficult conversations go badly, they follow a pattern of four phases.…These are 1 the Build Up, 2 Case Building, 3 the Confrontation, and 4 the Aftermath.…We just witnessed the confrontation between Scott and Joe.…But it went badly, largely due to what happened in the Build Up and Case…Building phases. Let's see how Scott and Joe got to where…they are now. As we go through these phases, think…about your own difficult situations and see if you can identify any of these elements.…
Stage one is the Build Up, the buildup is the phase when a series of things happen…that start to make you feel upset. In this case, Scott experienced Joe…talking down to him on a number of occasions.…Joe's generally a good boss, so at first, Scott chalked it up to a bad day or a misunderstanding.…But it kept happening to the point where Scott saw it as an issue.…Stage two is case building. This is where you've not yet decided to…say something, but you've definitely decided there is a problem.…In this stage you start keeping an invisible list of all the things the…
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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