1. Effective Conversations
…or, how to confidently say anything to anyone

2. Benefits of Coaching
Healthy, nurturing environment for patients and visitors
Provides direction for the future
Promotes honesty, respect and trust among your team
Promotes pride in your area
Increased retention and satisfaction of staff

3. The Bermuda Triangle

4. Range of Interventions
Involve management
Assertive inquiry
Courageous dialogue
1:1 follow up discussion (DESC)
1:1 discussion (DESC)
Assume innocence
Resist Responding
Prevent the problem
High
Low

5. ASK Clarify Re evaluate Plan your conversation Assume Innocence
Seeking to understand by asking open ended questions and actively listening
ASK
Clarify
Re evaluate
Plan your conversation
Do not be CHALLENGING at this point.
Don’t go at people with a “WHAT ARE YOU GOING TO DO ABOUT THIS” attitude, try a “I THINK WE MIGHT BE ABLE TO WORK ON THIS TOGETHER” attitude
Give example of ER Supervisor from Main Campus challenging me on this one…
BUT when you know you need to do more than hope and pray, when the low level interventions have not worked…take the time to think about and plan for the discussion you need to have. It’s time to take action.

6. Suggestions for Coaching
1. Ask permission.
2. Use good timing.
3. Have a positive attitude.
4. Use “I” statements.
5. Talk about the behavior, not the person.
6. Offer alternatives/suggestions.
7. Use simple direct statements.
Respect privacy
CARE

7. Courageous Dialogues I feel… When you… Because I… Pause for discussion
I would like…
Because…
What do you think?

8. The DESC Method
Describe – the problem specifically. Avoid attacking the person, focus on the behavior Express – how you feel using “I” statements Specify – what you want Collaborate/Consequence – reinforce why the person should follow your suggestions. What is the gain? Win-Win solution.

9. Assertive Inquiry
Is there a problem with what I’ve asked? What is it about my questions that you have a problem with? Is there something wrong? You seem upset right now. Do you want to get back with me on this later? When? Would you rather we discussed this and include_________?

10. More hints… Plan and prepare for this conversation
What is the outcome you want
Avoid manipulation
What is the worst thing that can happen, exit strategy
Monitor your tone of voice
Tell your truth
Be flexible, be willing to modify your style
Explain the impact, be specific
Clarify the agreement

11. Mood Elevator UP DOWN Grateful Wise, Insightful Creative, Innovative
Resourceful
Hopeful, Optimistic
Appreciative, Compassionate
Patient, Understanding
Sense of Humor
Flexible, Adaptive, Cooperative
Curious, Interested
Impatient, Frustrated
Irritated, Bothered
Worried, Anxious
Defensive, Insecure
Judgmental, Blaming
Self-Righteous
Stressed, Burned-Out
Angry, Hostile
Depressed UP
DOWN 11

12. On Being Coached Effectively or What if it’s YOU?
Listen for understanding
Be Here Now
Recognize that those who coach are taking a risk
Remember that there is something to be learned from anyone at any time
Understand and work within your own style to use the information

13. Results Cone
RESULTS
BEHAVIORS
BELIEFS
THOUGHTS
INSIGHTS

14. “In the end, we will remember not the words of our enemies, but the silence of our friends.” Martin Luther King Jr.