Conversations in the Moment

Small Conversations With Big Impact

Learn techniques to  constructively handle conflict, de-escalate problems,
handle differences in opinion, and drive towards solutions

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Training, tools, and practice to constructively handle conflict, de-escalate problems, handle differences in opinion, and drive towards solutions

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Program Overview

Conversations to Accelerate Your Performance and Potential

Set employees up for success with the tools and know-how to actively partake in career and performance discussions:

  • Research says that people who successfully engage in challenging conversations solve problems while maintaining and improving work relationships. Intellectually, we know that addressing issues at the moment is the grown-up thing to do, but it is human nature to avoid conflict. Often problems escalate when we act out of emotion, mishandle conversations, or stay silent when we should speak up.


  • This workshop introduces you to conversation approaches to address frustrations and unmet expectations, check your assumptions and clarify misunderstandings. You will learn when and how to use various methods to successfully navigate challenging situations with wording that signals positive intent and resolves problems

  • You'll learn non-threatening communication techniques that make it comfortable for the receiver to hear, and for you to initiate the conversation.  The real-life cases and practical tools in this workshop will give you the words and confidence to recognize opportunities to initiate small discussions on the spot.  

LEARNING OBJECTIVES

design 1.  Remap unmet needs into future-focused requests 

Use the Turnaround Approach to frame unmet expectations into wording that expresses what you want. Understand why the brain is hard-wired to push away "constructive criticism," and learn how to use "brain-friendly" wording that leads to understanding and collaboration.   Learn how to reframe any complaint or missed expectation into a future-focused request.

path-2 2. Drive towards resolution 

Use solution-focused Appreciative Inquiry-style questions to facilitate brainstorming, find compromise and move toward positive action.

 

coach4. Learn how to validate your assumptions

Basing our actions on misinformation can lead to unnecessary drama, cause undue stress, and lead to ill-informed decision-making. Using the Ladder of Inference, understand how the human brain is prone to "mind-read" and fill in missing but made-up details. Free your time and energy by learning to expand your narrative by asking questions that lead to new perspectives and fact-based information.

Screenshot 2021-10-01 1705015. Convey an impact without placing blame

Sometimes, an individual's actions create an adverse effect. Usually, this person is unaware of how they are perceived or experienced. Learn how and when to use the Situation, Behavior, and Impact model to create awareness (with the intent that the individual modifies their approach).

 

TRAINING MATERIALS

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Employee Training

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MORE ABOUT THE APPROACH

How we think about employee performance

We think of performance visually:

  • The Employee Performance Continuum helps assess Results and Behavior
  • The Performance Continuum is just the starting point.  The "plotting", training, tools, and templates steer the right conversations
  • Help your managers take the guesswork out of how to give performance feedback.
  • Intentionally move more of your employees to the "top right".  We'll show you how!

watch the video below to see how it works.  Click here to share the video