1. “We need to talk…” about having those difficult conversations
Cassie Delaney Cathcart-Pola
Chelsea Titus

2. Who we are Cassie Delaney Cathcart-Pola @cathcart_cassie
Chelsea Titus
@chelseatitus

3. What is a difficult conversation?
A conversation which has the potential to elicit strong emotions, these can include:
Controversial topics
Hardships
Constructive criticism
Insensitivity towards others
Policy violations
Intentional conversations (beyond surface-level conversation)
What is a difficult conversation?

4. ...sound familiar?
Even when we know the importance of these conversations, we still avoid them. 
Think back to your last difficult conversation…did any of these thoughts run through your mind?
I'll address it if I see it again... 
I'll see if someone else can talk to them
If this conversation doesn’t go well, the results could have a negative impact on me
The other person will probably be emotional, and I try to avoid emotions

5. What does TXST do? Roommate agreements
1:1 coaching discussion w/RD and RA 
Intentional resident conversations
RA Training in Summer and Winter
Facilitated discussions on "hot" topics lead by campus partners 
Lead large and small-scale events
Roommate agreements help guide RAs though difficult conversations and identify common triggers to roommate conflicts
What does TXST do?

6. Let's discuss... the Crucial Conversations Model
The Crucial Conversations Model discussed in 2 minutes
"A crucial conversation is a discussion between two or more people where the stakes are high, opinions vary, and emotions run strong."
Model created by: Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Swizler​ ​

7. Start with the Heart 
Stay in Dialogue
Make it Safe
Don't get Hooked by Emotion
Agree on a Mutual Purpose
Separate Facts from Story
Agree on a Clear Action Plan
Seven Essential Steps

8. What does using the Crucial Conversation Model teach?
Speak persuasively, not abrasively 1
Foster teamwork and better decision making 2
Build acceptance rather than resistance 3
Resolve individual and group disagreements 4

9. How do we prepare RAs for these Conversations?
Traditional:
Role playing 
Case study
Lecturing
1:1 Pro staff guidance and training

10. Food for Thought Look at your institution...
How do you currently teach student staff members about difficult conversations?
What are the strengths and areas for improvement with your current methods?
What are the trends around conflict and difficult conversations that already exist?
Think about national trends...
Who are our incoming residents?
What skill sets do they already possess when it comes to difficult conversations?
What skill sets still need to be developed?
How can our Para-Professional staff members contribute to their own learning and their residents learning around difficult conversations? 
Why does the ability to hold difficult conversations matter?
Who are your campus partners and how can they assist you in teaching this?
Food for Thought

11. 1 2 Think/Pair/Share Get into a pair or group
In your groups come up with an activity or training method that you could use to train your student/para-professional staff members on holding difficult/crucial conversations  2

12. References  
Arnold, P. (2013). Summary of Crucial conversations – Tools for talking when the stakes are high. Retrieved from ary-of-crucial-conversations-tools-for-talking-when-the- stakes-are-high-by-kerry-patterson-joseph-grenny-ron- mcmillan-and-al-swizler/
Patterson, K. (Eds.) (2012). Crucial conversations: Tools for talking when stakes are high, New York : McGraw- Hill.
VitalSmarts. (2017). Crucial conversations: Tools for talking when stakes are high. Retrieved from  file:///C:/Users/cet65/Downloads/Crucial- Conversations-Overview%20(1).pdf

13. THANK YOU Cassie Delaney Cathcart-Pola Chelsea Titus @cathcart_cassie
Chelsea Titus
@chelseatitus
THANK YOU

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