1. Mastering the art of the Difficult Conversation
EIHRA
June 13, 2017

2. Glad to be here!

3. Learning Objectives
Identify opportunities to engage in difficult conversation in our personal and professional lives
Discuss the benefits and consequences of getting it right and doing it wrong
Examine foundational behaviors for success
Practice engaging in difficult conversations modeling the behaviors outlines for success

4. What is a Difficult Conversation?

5. So What? Benefits and Consequences

6. Best Practices and Foundational Behaviors for Success

7. Core EQ Behaviors Emotional Self-Awareness
Emotional Expression and Impulse Control
Empathy
Interpersonal Relationship
Reality Testing
Flexibility
Problem Solving

8. C.A.L.M. (What To Do When Conflict Happens by Eric Harvey and Steve Ventura)
Clarify the Issue
Address the Problem
Listen to the Other Side
Manage Your Way to Resolution
Gain agreement
Identify needs and concerns
Explore multiple solutions
Agree on a course of action
Identify how you will follow up
Be appreciative and positive

9. Two Minute Challenge (The Practical Coach-Media Partners)
State what you’ve observed.
Wait for a response.
Remind them of the goal.
Ask for a specific solution.
Agree together.
Follow Up.

10. FUEL Framework (The Extraordinary Coach by John Zenger)
Frame the Conversation
Understand the Current State
Explore the Desired State
Lay out a Success Plan

11. Let’s Practice
You and your younger sibling need to discuss the long-term care of your elderly Mother with dementia. You believe that it would be best for her to be in a facility with skilled care. Your sibling wants her to remain in her home.
You need to have a conversation with your manager who consistently provides direction and shares information with your team, completely bypassing you in the process.
A colleague, with a negative attitude, who is slowing isolating herself and creating an unhealthy reputation with the organization.
A direct report with a serious attendance record who will be terminated with the next offense.

12. The journey of a thousand miles..