mastering difficult conversations a key skill within your winning game plan terri wallin, mha, rn...
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![Page 1: Mastering Difficult Conversations A Key Skill Within Your Winning Game Plan Terri Wallin, MHA, RN CEO Wallin Enterprises, LLC](https://reader036.vdocuments.us/reader036/viewer/2022081519/56649d705503460f94a52855/html5/thumbnails/1.jpg)
Mastering Difficult Conversations
A Key Skill Within Your Winning Game
PlanTerri Wallin, MHA, RN
CEO Wallin Enterprises, LLC
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Outcomes Define difficult conversations &
components of healthy and unhealthy conversations
Describe at least 3 successful techniques that minimize negative consequences in conversations
Identify at least 2 ways you can improve upon your delivery with difficult conversations
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What is a difficult conversation? When something is said, done or
given that causes or has the potential to cause another party to react unfavorably
Picture Source: Shutterstock 144119560.jpg
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“The big three blind spots are tone of voice, facial expressions, and body language. The listener is very aware of these, the talker is not.”
Douglas Stone, AuthorDifficult Conversations: How to Discuss What Matters Most
Source: http://www.goodreads.com/author/quotes/8697.Douglas_Stone
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The role of body language
Picture source: 123rf.com #26722
It’s not what you said, it’s how you said it…
?? 7-38-55 ??
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About Difficult Conversations…Healthy Components Unhealthy Components
• Readiness for the conversation • Accusations before having facts together
• Thoughtfulness about the impact to the receiver
• Arrogance and lack of compassion
• Respectful message delivery • Engaging your mouth before your head has time to think
• Active listening • Having to be right• Matched body language &
words• Jumping to conclusions without
hearing all sides• Proper timing for the
conversation• Unwillingness to listen
• Transparency • Not owning your part to play
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Helpful Techniques with ConversationsIn advance of a conversation… Do your homework and have accurate facts Analyze if there is a possibility for an
unfavorable response Think through every possible scenario - the
worst to best reaction Think through your ideal response based
on possible scenarios Practice in advance – watching body
language & words Know your triggers and value violations
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Helpful Techniques with ConversationsDuring the Conversation… Tell the truth – always! Stay defenseless and clear Make the discussion a conversation rather
than a confrontation Get to the point as quickly as possible With behavior conversations, use examples
that are real• Refrain from adjectives – describe the behavior
Seek to understand, ask questions Listen, reframe and ask receiver if you heard
correctly Use the broken record technique when
needed
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Spotting signs for deterioration Watch body language Voices change – pitch, tone,
loudness Words become less tactful and
more defensive Facial changes – color, tears, etc. Sudden animation of one party
or both Disinterest/disengagement Blaming and minimal/no
ownership
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There’s one on one difficult conversations, what about groups…
Cartoon source: Fotolia.com_71012268_XS
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Let’s talk through at least 1 scenario Hacked system over the weekend,
payroll is gone… Expenses out of whack, lay-offs are the
solution – 5 have to go from your division
Client yelling at scheduling staff or when you come to the door for a visit…
Competitor that is your best colleague and friend hires your star performer…
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Let’s practice 1 of these The chronically late comers The roamers The gossipers The fast, but inaccurate The sour pickles The catastrophizers The backstabbers The inaccurate time card recorders And the list goes on…
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Self-assessment
Take a moment to complete the assessment
This is not research driven, but will give you an idea for areas of focus
Place an “X” in the box most fitting to you• U if unsure• 1 if it never true about you• 2 if it is sometimes true about you• 3 if it is always true about you
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“For good ideas and true innovation, you need human interaction, conflict, argument, debate.”
Margaret Heffernan
Let’s leave with this…
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