Group I  Aka  Madeline  MJ  Yu Wang  Zsuzsa

DIFFICULT CONVERSATIONS Problem Busters!

Agenda  What is a difficult conversation?  Example  Model  Example revisited  Additional Tips

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.

Types of Conversations Upward to supervisor Conversations Lateral to coworker Downward to subordinate

Example

Problem Busters! Model

Mindset  Positivity  Opportunity to learn  Avoid assumptions  Honesty  Acceptance

Preparation  Request time and attention  Know your purpose  Analyze and plan for possible outcomes  Understand all points of view

During  Be specific  Listen actively  Keep facts separate from feelings  Look for solutions, not blame  Use a backup plan if necessary  Body language

After  Make plans to move forward  Solidify agreement and offer thanks  Follow up

Example Revisited

Much Better…

Additional Tips  Conversation openers “I have something I’d like to discuss with you that I think will help us work together more effectively.”

Q & A Thank You!

Reference  Douglas Stone, Bruce Patton, Sheila Heen, Roger Fisher. Difficult Conversations  Gabriela Degaro. Difficult Conversation (  Judy Ringer. We Have to Talk : A Step-By-Step Checklist for Difficult Conversation. ( (2006):1-5)  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. (  Linda Miklas and Christina Dunn Finegold, Conflict and Negotiation. (Harvard Extension School’s OBHR E-110 class 9, slide 2-14)  Michael Wheeler. Negotiation Analysis: An Introduction. (Harvard Business School)  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  Roger Fisher, William Ury and Bruce Patton. Getting to Yes, Negotiating Agreement Without Giving In (Second Edition). (Penguin Books)  Schaefer, Mary. More on Difficult Discussions at Work: Planning Your Approach. ( careers/article2756.htm) careers/article2756.htm