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A ROADMAP FOR DIFFICULT CONVERSATIONS “Seven Steps”

A ROADMAP FOR DIFFICULT CONVERSATIONS “Seven Steps” . Frank Carr Susan Shearouse Carr, Swanson and Randolph LLC. Questions to Consider. What makes a conversation difficult? How do we react to having a difficult conversation in the workplace? Avoid Confront. Seven Steps. Set the Tone

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A ROADMAP FOR DIFFICULT CONVERSATIONS “Seven Steps”

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  1. A ROADMAP FORDIFFICULT CONVERSATIONS“Seven Steps” Frank Carr Susan Shearouse Carr, Swanson and Randolph LLC Carr, Swanson and Randolph LLC

  2. Questions to Consider • What makes a conversation difficult? • How do we react to having a difficult conversation in the workplace? • Avoid • Confront Carr, Swanson and Randolph LLC

  3. Seven Steps • Set the Tone • Listen to the Person • Remain Calm • Provide Feedback • Express Empathy • Consider the “ME” in the Problem • Try Blending and Redirecting Carr, Swanson and Randolph LLC

  4. Set the Tone • Power Conflict • Escalation • Underestimate • Irrational Response • Reduce Tension • Setting/Environment • Your Voice • Refreshments Carr, Swanson and Randolph LLC

  5. Listen to the Person • Apply Effect Listening • Hear the Words • Interpret the Body Language • Acknowledge Cultural Differences • My Culture • Your Culture • Recognize Interests • Individual Needs • External pressure Carr, Swanson and Randolph LLC

  6. Remain Calm • Recognize Emotions • Intent • Impact • Deal with Anger • Verbal • Physical • Reject Unacceptable Behavior • State Impact • Create an Agenda Carr, Swanson and Randolph LLC

  7. Provide Feedback • Reasons for Feedback • Understanding • Clarity • Completeness • Awareness • Feedback Techniques • Paraphrasing • Questions • Summarize Carr, Swanson and Randolph LLC

  8. Express Empathy • What is it? • Sympathy • Empathy • Am I comfortable with empathy? • Natural trait • Work at it • How do I express it? • Acknowledgment Carr, Swanson and Randolph LLC

  9. Consider the “ME” in the Problem • Motivational Value System • Working Styles • Driver • Analytic • Amiable • Hub • Conflict Reaction • Attack • Withdrawal • Concede Carr, Swanson and Randolph LLC

  10. Try Blending and Redirecting • Neutralize the Behavior By “Blending” • Seek a Constructive Path by “Redirecting” Carr, Swanson and Randolph LLC

  11. Terms “Blending”: Reducing the differences between you and another in order to meet them where they are and move them to common ground. “Redirection”: Changing the direction of communications after blending. Carr, Swanson and Randolph LLC

  12. Summary A difficult conversation is the one that you would rather avoid. I have to decide whether or not to have the difficult conversation. There are seven steps that can help me prepare for the difficult conversation. Carr, Swanson and Randolph LLC

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