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

2. DIFFICULT CONVERSATIONS Problem Busters!

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

4. 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.

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

6. Example

7. Problem Busters! Model

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

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

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

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

12. Example Revisited

13. Much Better…

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

15. Q & A Thank You!

16. Reference  Douglas Stone, Bruce Patton, Sheila Heen, Roger Fisher. Difficult Conversations. 1999.  Gabriela Degaro. Difficult Conversation (http://www.cmiigroup.com/eng/notas.php?id=17) 2009.http://www.cmiigroup.com/eng/notas.php?id=17  Judy Ringer. We Have to Talk : A Step-By-Step Checklist for Difficult Conversation. (http://www.judyringer.com/pdf/free_articles/checklist.pdf (2006):1-5) 2006.  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. (http://www.humannatureatwork.com/constructive-conversations1.htm) 2005.http://www.humannatureatwork.com/constructive-conversations1.htm  Linda Miklas and Christina Dunn Finegold, Conflict and Negotiation. (Harvard Extension School’s OBHR E-110 class 9, slide 2-14). 2009.  Michael Wheeler. Negotiation Analysis: An Introduction. (Harvard Business School) 2000.  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 1999.  Roger Fisher, William Ury and Bruce Patton. Getting to Yes, Negotiating Agreement Without Giving In (Second Edition). (Penguin Books). 1991  Schaefer, Mary. More on Difficult Discussions at Work: Planning Your Approach. (http://www.candidnetlistings.com/jobs- careers/article2756.htm) 2002-2006.http://www.candidnetlistings.com/jobs- careers/article2756.htm