CONVERSATIONS IN THE MOMENT
Learn techniques to handle conflict, de-escalate problems, handle differences in opinion, and drive towards solutions
Research shows 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. Learn how to address frustrations and unmet expectations, check your assumptions and clarify misunderstandings. Learn when and how to use various methods to successfully navigate challenging situations with wording that signals positive intent and resolves problems. Use non-threatening communication techniques that make it comfortable for the receiver to hear and for you to start the conversation.
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.
Use the Appreciative Inquiry method to frame questions to facilitate brainstorming, find a compromise, and move towards positive action.
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.
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 changes their approach).
“The formula for finding the right words to raise an awkward topic in a neutral way is genius.”
“The real-life examples and practice gave me so much confidence that I started a conversation with a co-worker that I’d been putting off.”
“One of our managers shared feedback about the turnaround method. After months of frustration with his manager, he said the workshop gave him a roadmap and the courage to speak up about an unresolved issue. In five minutes, the issue was resolved.”
“Jamie shared her favorite quote, “every complaint is a poorly worded request”. It’s like a lightbulb lit up…almost every issue I’ve encountered and complained about could have been resolved if I reframed the problem into an ask.”
“I’m using the “check your assumptions” conversation technique to help get the facts and realize that just because I think something doesn’t mean it’s true. In fact, it’s usually the worst-case scenario.”
“This was my first exposure to appreciative inquiry. I immediately wrote my inquiry questions to help steer a cross-functional accountability conflict toward a collaborative resolution.”
We offer tools and training to show your managers and employees how to have candid, productive conversations about performance, expectations, and potential. Your managers will be able to confidently assess performance, identify areas for improvement, and know what to say, assuring they will give feedback early and often.
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