Group I

Aka Madeline MJ Yu Wang Zsuzsa

DIFFICULT CONVERSATIONS

Problem Busters!

Agenda

What is a difficult conversation? Example Model Example revisited Additional Tips

The Problem Busters! Definition A conversation, whether

happening professionally or personally, in which we need to communicate or negotiate about a situation that is complicated or uncomfortable to handle.

Types of Conversations

Upward to supervisor

Conversations Lateral to coworker

Downward to subordinate

Example

Problem Busters! Model

Mindset

Positivity

Opportunity to learn

Avoid assumptions

Honesty

Acceptance

Preparation

Request time and attention

Know your purpose

Analyze and plan for possible outcomes 

Understand all points of view

During

Be specific

Listen actively

Keep facts separate from feelings

Look for solutions, not blame

Use a backup plan if necessary

Body language

After

Make plans to move forward Solidify agreement and offer thanks Follow up

Example Revisited

Much Better…

Additional Tips

Conversation openers

“I have something I’d like to discuss with you that I think will help us work together more effectively.”

Q & A

Thank You!

Reference

Douglas Stone, Bruce Patton, Sheila Heen, Roger Fisher. Difficult Conversations. 1999.

Gabriela Degaro. Difficult Conversation (http://www.cmiigroup.com/eng/notas.php?id=17) 2009.

Judy Ringer. We Have to Talk : A Step-By-Step Checklist for Difficult Conversation. (http://www.judyringer.com/pdf/free_articles/checklist.pdf (2006):1-5) 2006.

Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler. Crucial Conversations 2002

Lee, David. How to Start a Difficult Discussion Off Right: The “Declaration Followed By Invitation” Format. (http://www.humannatureatwork.com/constructive-conversations1.htm) 2005.

Linda Miklas and Christina Dunn Finegold, Conflict and Negotiation. (Harvard Extension School’s OBHR E-110 class 9, slide 2-14). 2009.

Michael Wheeler. Negotiation Analysis: An Introduction. (Harvard Business School) 2000.

Patton, Bruce M. Difficult Conversations: With Less Anxiety and Better Results. (Dipute Resolution Magazine. Pages 25-29) Summer 1999

Powell, Alvin. That is Not What I Meant At All': Negotiation Project researchers ease difficult everyday conversations. Harvard University Gazette. November 1999.

Roger Fisher, William Ury and Bruce Patton. Getting to Yes, Negotiating Agreement Without Giving In (Second Edition). (Penguin Books). 1991

Schaefer, Mary. More on Difficult Discussions at Work: Planning Your Approach. (http://www.candidnetlistings.com/jobs-careers/article2756.htm) 2002-2006.