Crucial conversations Flashcards
Definition of crucial conversations SOE
Stakes high
Opinions vary
Emotions are strong
What is a key skill for success in both personal and professional life?
The ability to handle crucial conversations effectively
What does active listening achieve? CC
Creating safe environment
Clarifying expectations
What to check before entering a crucial conversation? MI
Motives
Intentions
What is the key to creating when establishing mutual trust and respect?
Safety
What is critical to share when addressing a specific behavior?
Facts
What statement is key when explaining how the other person’s behavior effects you?
‘I’ statements
What should be encouraged when gaining the other person’s issue?
Their perspective
What are examples of tentative language that should be used in feedback?
“I’m wondering if”
“Help me understand”
What should be encouraged if an issue is not understood during conversations?
Testing - promotion of challenging your assumptions
What needs to be clarified before verifying a plan of action?
Expectations
What is paramount in applying the skills of crucial conversations in real life/
Practice
