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Courageous Conversations

Courageous Conversations . Governors’ Conference Saturday 11 January 2014. Objectives for session:. Increase your confidence in dealing with difficult situations Ideas on how to give feedback so it is heard and acted on The power of language

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Courageous Conversations

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  1. Courageous Conversations Governors’ Conference Saturday 11 January 2014

  2. Objectives for session: • Increase your confidence in dealing with difficult situations • Ideas on how to give feedback so it is heard and acted on • The power of language • Tips and hints for having a positive conversation

  3. The single biggest problem with communication is the illusion that it has been achieved. George Bernard Shaw

  4. Key communication skills • Active listening • Open questioning • Clear feedback • Future focus • ‘De –clutter ‘ your language

  5. Listening Exercise • Pair up with someone near you • One of you is A, one B • A – Speak for 2 minutes on something you are passionate about • B – listen – at end of two minutes summarise what was said • A give feedback • Swap over

  6. How might you use good listening? • Good in situations when people are very emotional • Acknowledge issue – summarise • Reflect back key points – ‘If I’ve heard correctly…….’ • Acknowledge feeling - ‘I can see you are …’ • What would be your ideal outcome ?

  7. SPEAK model of feedback S – state your concerns directly ,use facts, observations, some sharing of emotion P – probe for information, use open ended questions, use pause and silence E – engage – active listening A – attend to body language – own and other K- keep forward focus ,be clear about future expectations, what happens now, gain agreement

  8. Mind your language ‘Clean language’ – AVOID: • Starting a question with ‘Couldn’t you’ ‘Are you…’ Why did you not….’ ‘Did you not…’ • Minimisers – e.g. ‘But’, ‘However’, ’Always’ • Making statements – e.g. ‘You are really bad at this…’ • General statements e.g. ‘Debbie is hopeless’ • Jargon !

  9. It is more fun to talk with someone who doesn’t use long, difficult words but rather short, easy words like ‘What about Lunch?’ Winnie the Pooh

  10. Scenario Practice : Each table look at the scenario and decide: • How would you open the conversation? • What words would you use to give the feedback /how would structure it? • How would you end the conversation?

  11. Final Quote: ‘Think twice before you speak, because your words and influence will plant seed of either success or failure in the mind of another ‘ Napoleon Hill

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