A ROADMAP FOR DIFFICULT CONVERSATIONS Seven Steps Frank

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A ROADMAP FORDIFFICULT CONVERSATIONSSeven
Steps

• Frank Carr
• Susan Shearouse
• Carr, Swanson and Randolph LLC

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Questions to Consider

• What makes a conversation difficult?
• How do we react to having a difficult
  conversation in the workplace?
• Avoid
• Confront

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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

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Set the Tone

• Power Conflict
• Escalation
• Underestimate
• Irrational Response
• Reduce Tension
• Setting/Environment
• Your Voice
• Refreshments

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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

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Remain Calm

• Recognize Emotions
• Intent
• Impact
• Deal with Anger
• Verbal
• Physical
• Reject Unacceptable Behavior
• State Impact
• Create an Agenda

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Provide Feedback

• Reasons for Feedback
• Understanding
• Clarity
• Completeness
• Awareness
• Feedback Techniques
• Paraphrasing
• Questions
• Summarize

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Express Empathy

• What is it?
• Sympathy
• Empathy
• Am I comfortable with empathy?
• Natural trait
• Work at it
• How do I express it?
• Acknowledgment

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Consider the ME in the Problem

• Motivational Value System
• Working Styles
• Driver
• Analytic
• Amiable
• Hub
• Conflict Reaction
• Attack
• Withdrawal
• Concede

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Try Blending and Redirecting

• Neutralize the Behavior By Blending
• Seek a Constructive Path by Redirecting

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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.

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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.