Three Tips and Techniques for having a Crucial Conversation Crucial Conversations CPR Four Part Feedback Assertiveness

Crucial Concerns Is this a one or two time incident or behavior? If Yes, discuss in a separate meeting and not in the review meeting. Focus on: Content 1. Reflect on the past year, Crucial Conversations CPR Four Part Feedback Assertiveness

Crucial Concerns Is this a pattern of behavior, observed on many occasions? Pattern Is this an ongoing problem that you’ve addressed with your employee but there has been little if any improvement? Relationship Crucial Conversations CPR Four Part Feedback Assertiveness

Crucial Conversations 1. Describe behavior 2. Identify situation 3. Describe impact 4. Identify consequence and alternative behavior 2. Give a four-part feedback Crucial Conversations CPR Four Part Feedback Assertiveness

Crucial Conversations During this past year, I‘ve noted on at least 10 different occasions that you’ve missed your deadlines. 1.Describe behavior

Crucial Conversations 2.Identify situation These missed deadlines were on your top two priority projects.

Crucial Conversations 3.Describe impact When you miss a deadline, it impacts the timeline of the entire project, causing your colleagues to miss deadlines and it delays the delivery of our work to the end user.

Crucial Conversations 4.Identify consequence and alternative behavior Since we have talked about this over the year and it has not improved, I am rating your project work “Approaching”. We will discuss an improvement plan.

3. Be Assertive Use “I” statements instead of “You” Statements Broken Record –Repeat an assertive statement two or more times without giving excuses, apologies, explanation and without giving in. Empathic Assertion –Create a two-part statement that conveys recognition of the other person’s feelings, goals or situation along with a simple assertion. You can offer to help problem solve. Crucial Conversations CPR Four Part Feedback Assertiveness

What could you say instead? Instead of “I don’t like your attitude.” Focus on the behavior: “I received feedback from the Dean. Specifically, he was unhappy with how you’ve been handling his inquiries about project status. Providing project updates is part of your job.” Instead of “You aren’t a team player.” Focus on the goal: “Our department depends on our ability to work together. On five different occasions, you have been late on your piece of a project. Our success depends on everyone meeting their deadlines.” Instead of “Joe always meets his deadlines. Why can’t you?” Focus on Joe’s behavior: “I see that you’ve missed deadlines five times in the last three months. Let’s talk about the progress you’re making on your projects and see if we can make some changes.”