Join Britt Andreatta for an in-depth discussion in this video If things go offtrack, part of Having Difficult Conversations (2013).
Sometimes, despite all our preparation, things can go off track…during the conversation. It's not unusual for challenges to arise.…Let's look at a few common issues and some tips for handling them.…Number one, the person is clearly not open to have the conversation.…Perhaps, they got some bad news or are not feeling well.…It doesn't really matter. If they're not in good shape, reschedule…the meeting. Seriously, difficult conversations are…challenging enough under the best of circumstances.…You certainly don't want to start one, when the other person can't fully participate.…
They may pressure you to continue, but just hold your ground, it's too important.…Number two, when you're taking responsibility, they jump in and start…blaming you. Remember, they have their ladder and…triggers and judgments, but they've not yet had the opportunity to unpack them.…So if they're feeling hurt or angry, they may not be able to resist taking that…opening to make you wrong. Don't take the bait.…Just breathe and do your best to listen. They're probably hijacked, and if you can…
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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