Insights from ‘Crucial Conversations’ by K. Patterson, J. Grenny, R. Mcmillan, and A. Switzler Flashcards
What is a crucial conversation?
A critical confrontation that must be handled with care to avoid emotional explosion and encourage productive dialogue.
True or False: A crucial conversation should avoid dialogue to prevent conflict.
False. Maintaining dialogue is key to working through issues in crucial conversations.
Fill in the blank: Navigating a crucial conversation is like ______ a bomb.
defusing
What is a ‘When-I’ invite?
A tool to start a conversation by sharing observations objectively and inviting the other person to share their perspective.
How should you begin a ‘When-I’ invite?
Start with observations (‘When…’) followed by your experience (‘I…’) without jumping to conclusions.
Why is finding common ground important in crucial conversations?
Finding common ground helps create a shared goal or purpose, making the conversation feel collaborative instead of combative.
Provide an example of finding common ground with a teammate.
‘We both want to enjoy working together, so let’s find a creative solution that works for both of us.’
Describe the purpose of ‘priming’ in a crucial conversation.
Priming involves making a good faith guess about what the other person is thinking to start a productive dialogue.
Fill in the blank: To prime effectively, you need to believe that the person you’re talking to is ______ and ______.
reasonable and rational
What is one benefit of engaging in productive dialogue during a crucial conversation?
It increases the chance of finding agreements and working together to resolve the core issue.
True or False: In a crucial conversation, one should avoid guessing what the other person is thinking to prevent misunderstandings.
False. Making a good faith guess can help initiate dialogue and show goodwill.
Why should you avoid starting a crucial conversation with a conclusion?
Starting with a conclusion may seem accusatory, shutting down dialogue before it begins.
