HAVING DIFFICULT CONVERSATIONS Flashcards
What are the four phases of successful conversation?
Build Up, Reflection, Conversation, Follow Through
What is ‘I Statements’?
Statements that clearly focus on the impact the other person’s behavior has on you instead of speaking on behalf of others.
What are the four levels of communication?
Verbal, Paraverbal, Nonverbal, Extraverbal
What is paraverbal communication?
It’s how the words are used, fx shouting, tone, silence, interruptions
When entering the reflection phase, what are some of the most important steps?
Review the facts, seek other data, question your assumptions, challenge your conclusions, revise your beliefs and take different actions.
When planning for a difficult meeting/conversation what five steps are essential for a successful outcome?
Set an objective for the meeting, create the right environment, plan for your triggers, plan for their triggers and organize your talking points.
When delivering bad news, what are some good guidelines?
Phrase the news as a statement and thus not a question, and be as accurate and clear as possible
What is the ‘upset gap’?
The gap between what we want and what we have – the size of the gap is proportional to the level of upset we feel.
When in the receiving end of a difficult conversation what could be some helpful techniques?
Ask curiosity questions, stay quiet and just listen and understand, don’t respond in the moment but listen and reflect on it afterwards, thank them before you leave.
