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Mastering the art of the Difficult Conversation
EIHRA June 13, 2017
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Glad to be here!
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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
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What is a Difficult Conversation?
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So What? Benefits and Consequences
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Best Practices and Foundational Behaviors for Success
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Core EQ Behaviors Emotional Self-Awareness
Emotional Expression and Impulse Control Empathy Interpersonal Relationship Reality Testing Flexibility Problem Solving
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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
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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.
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FUEL Framework (The Extraordinary Coach by John Zenger)
Frame the Conversation Understand the Current State Explore the Desired State Lay out a Success Plan
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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.
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The journey of a thousand miles..
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