HAVING DIFFICULT CONVERSATIONS Flashcards

1
Q

What are the four phases of successful conversation?

A

Build Up, Reflection, Conversation, Follow Through

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2
Q

What is ‘I Statements’?

A

Statements that clearly focus on the impact the other person’s behavior has on you instead of speaking on behalf of others.

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3
Q

What are the four levels of communication?

A

Verbal, Paraverbal, Nonverbal, Extraverbal

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4
Q

What is paraverbal communication?

A

It’s how the words are used, fx shouting, tone, silence, interruptions

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5
Q

When entering the reflection phase, what are some of the most important steps?

A

Review the facts, seek other data, question your assumptions, challenge your conclusions, revise your beliefs and take different actions.

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6
Q

When planning for a difficult meeting/conversation what five steps are essential for a successful outcome?

A

Set an objective for the meeting, create the right environment, plan for your triggers, plan for their triggers and organize your talking points.

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7
Q

When delivering bad news, what are some good guidelines?

A

Phrase the news as a statement and thus not a question, and be as accurate and clear as possible

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8
Q

What is the ‘upset gap’?

A

The gap between what we want and what we have – the size of the gap is proportional to the level of upset we feel.

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9
Q

When in the receiving end of a difficult conversation what could be some helpful techniques?

A

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.

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