group i aka madeline mj yu wang zsuzsa
TRANSCRIPT
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Group I
Aka Madeline MJ Yu Wang Zsuzsa
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DIFFICULT CONVERSATIONS
Problem Busters!
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Agenda
What is a difficult conversation? Example Model Example revisited Additional Tips
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The Problem Busters! Definition A conversation, whether
happening professionally or personally, in which we need to communicate or negotiate about a situation that is complicated or uncomfortable to handle.
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Types of Conversations
Upward to supervisor
Conversations Lateral to coworker
Downward to subordinate
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Example
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Problem Busters! Model
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Mindset
Positivity
Opportunity to learn
Avoid assumptions
Honesty
Acceptance
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Preparation
Request time and attention
Know your purpose
Analyze and plan for possible outcomes
Understand all points of view
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During
Be specific
Listen actively
Keep facts separate from feelings
Look for solutions, not blame
Use a backup plan if necessary
Body language
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After
Make plans to move forward Solidify agreement and offer thanks Follow up
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Example Revisited
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Much Better…
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Additional Tips
Conversation openers
“I have something I’d like to discuss with you that I think will help us work together more effectively.”
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Q & A
Thank You!
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Reference
Douglas Stone, Bruce Patton, Sheila Heen, Roger Fisher. Difficult Conversations. 1999.
Gabriela Degaro. Difficult Conversation (http://www.cmiigroup.com/eng/notas.php?id=17) 2009.
Judy Ringer. We Have to Talk : A Step-By-Step Checklist for Difficult Conversation. (http://www.judyringer.com/pdf/free_articles/checklist.pdf (2006):1-5) 2006.
Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler. Crucial Conversations 2002
Lee, David. How to Start a Difficult Discussion Off Right: The “Declaration Followed By Invitation” Format. (http://www.humannatureatwork.com/constructive-conversations1.htm) 2005.
Linda Miklas and Christina Dunn Finegold, Conflict and Negotiation. (Harvard Extension School’s OBHR E-110 class 9, slide 2-14). 2009.
Michael Wheeler. Negotiation Analysis: An Introduction. (Harvard Business School) 2000.
Patton, Bruce M. Difficult Conversations: With Less Anxiety and Better Results. (Dipute Resolution Magazine. Pages 25-29) Summer 1999
Powell, Alvin. That is Not What I Meant At All': Negotiation Project researchers ease difficult everyday conversations. Harvard University Gazette. November 1999.
Roger Fisher, William Ury and Bruce Patton. Getting to Yes, Negotiating Agreement Without Giving In (Second Edition). (Penguin Books). 1991
Schaefer, Mary. More on Difficult Discussions at Work: Planning Your Approach. (http://www.candidnetlistings.com/jobs-careers/article2756.htm) 2002-2006.