Given a scenario, respond with a contrasting statement that:.Confirms your respect or clarifies your real purpose.Addresses others’ concerns that you don’t respect them or that you have a malicious purpose.Apologize (when appropriate and sincere).When Safety is at Risk When mutual purpose and or respect are at risk, it is no longer “safe” and you are no longer in dialogue! Do others believe you care about their goals?.Establish and maintain mutual purpose and respect. How would I behave if I really wanted these things?.Stay focused on your goal no matter what.“Start With the Heart” - begin with the right motives.Giving the silent treatment, running away.Hints, sarcasm, innuendo, verbal attacks, accusations.The free flow of meaning between two or more people.We act in self-defeating ways and make things worse!.We are under pressure (with a barely functioning brain).When faced with a Crucial Conversation you can do one of three things:.Talking to a coworker about a personal hygiene problem.Giving an unfavorable performance review.Talking to a team member who is not keeping commitments.Giving the boss feedback about his/her behavior.Talking to a coworker who behaves offensively.A Crucial Conversation is a discussion between two or more people where:.Authors: Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzer.This includes team leaders, managers, HR professionals, and anyone who works in a customer service role.Crucial Conversations Tools for Talking When Stakes are High Presented by Adena Fritz JNPMA Harbour Lights Chapter This book should be read by anyone who wants to learn the skills necessary to effectively navigate difficult conversations. This will help ensure that the conversation is productive and that a resolution can be reached that is satisfactory for both parties. This means that both parties should have an equal say in the conversation and have the opportunity to voice their opinions.Īdditionally, it is important to remember to remain open to both sides of the conversation and to be willing to compromise when necessary. It is important to remember that a crucial conversation is a two-way street. This means that you need to be able to articulate your thoughts and feelings in a way that is respectful and non-threatening.Īdditionally, it is important to be mindful of the other person’s feelings and be open to hearing their perspective. One of the most important aspects of a crucial conversation is to be able to clearly and confidently state your point of view. Ways to make a conversation safe include using respectful language, being open and honest, and actively listening to the other person. In order to have a successful crucial conversation, it is important to create an atmosphere of safety and trust.īuilding a safe environment for the conversation ensures that each person feels comfortable enough to share their thoughts and feelings without fear of judgement or criticism. This includes being aware of both verbal and non-verbal cues from the other person and how they might be feeling.īeing able to read the other person’s body language and facial expressions will help you to better understand their feelings and intentions.Īdditionally, paying attention to the words they are using and the tone of their voice can give you valuable insight into what they are trying to communicate. Learning to look for the cues that are associated with crucial conversations is an important skill to have. 4 Key Lessons from Crucial Conversations by Kerry Patterson 1. With the help of this guide, readers can learn to listen and speak more effectively, to stay in control of their emotions and to communicate with clarity and purpose. It also provides tools to help readers become more effective communicators in every situation, from day-to-day conversations to more crucial conversations. The book focuses on how to manage conversations that are emotionally charged, potentially explosive, and have high stakes. It offers techniques and strategies to help readers navigate difficult conversations in a way that is respectful and productive.
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