Handling Difficult Conversations in the Workplace
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1. Theory: Factors That Influence Difficult Conversations and How They Impact the Workplace
2. Discussion: How Well Does Our Team Handle Difficult Conversations?
3. Theory: How to Prepare for Difficult Conversations Using the Check, Prepare, Act Model
4. Discussion: Trying the Check & Prepare Stages
5. Theory: How to Facilitate Difficult Conversations with the Check, Prepare, Act Model
6. Discussion: Trying the Act Stage of the Model
7. Theory: Wrapping up the Session
Course Trailer
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Your questions, answered
General
How do you handle a difficult conversation?
- Stay attentive to the other person's words without planning your own response during their speaking time.
- Truly listen to what they are expressing.
- Seek to understand their viewpoint.
- Utilize questions like "Tell me more about that" or "How does that make you feel?" to delve deeper into their thoughts and emotions.
- Refrain from talking over them or interrupting their communication.
What are the five steps to having difficult conversations at work?
- Begin with empathy, acknowledging emotions.
- Use visuals for clarity.
- Ask three questions to engage.
- Tell stories to communicate.
- Prompt with "What If" scenarios for reflection.
What is a difficult conversation at work?
Difficult
workplace conversations can happen when giving developmental feedback to a team member. They can also arise when needing to tell employees about job cuts,
requesting a raise or promotion, dealing with the ramifications of lackluster
work, or investigating misconduct complaints.
How do you handle difficult interactions?
- Address Difficult Conversations Promptly.
- Prepare Key Points, Avoid Scripting.
- Stick to the Facts.
- Empathize with Their Perspective.
- Foster a Relaxed Atmosphere.
- Exude Confidence with Compassion.
- Practice Active Listening.
What are the 4 D's of difficult conversation leadership?
The "4 D's" of difficult
conversation leadership—Discover, Define, Discuss, and Decide—offer a
structured approach to navigating challenging discussions, especially in a
leadership context. This framework helps leaders manage conflicts, address
issues, and make decisions in a way that is constructive and leads to positive
outcomes. Here’s a breakdown of each step:
- Discover - The first step involves gathering all relevant information about the issue at hand. This means actively listening to all parties involved, seeking to understand their perspectives, feelings, and the facts surrounding the situation.
- Define - Once you clearly understand the situation, the next step is to define the problem clearly and concisely. This involves identifying the core issues that need to be addressed and distinguishing between symptoms and root causes.
- Discuss - With a clear definition of the problem, you move into the discussion phase. This is where the actual conversation takes place, involving an open and honest exchange of ideas, feelings, and perspectives.
- Decide - The final step involves making a decision on how to move forward. This decision should be based on the insights gained during the Discover, Define, and Discuss stages.
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