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How to Effectively Handle Difficult Conversations. Using the GROW Model. This is a narrated Power Point! Click the speaker button on the top right corner, then click the play button on each page to listen!. Before the conversation:.

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how to effectively handle difficult conversations
How to Effectively HandleDifficult Conversations

Using the GROW Model

This is a narrated Power Point! Click the speaker button on the top right corner, then click the play button on each page to listen!

before the conversation
Before the conversation:
  • Remember to take yourself out of the spotlight. This conversation is not about you. It is about your staff.
  • Plan out the conversation.
  • Prepare notes to keep yourself on task regarding the topic you wish to address.
  • Be a good listener. Be non-judgmental and direct.
before the conversation1
Before the conversation:
  • Ask the staff when they are available to meet.
  • Schedule time with them and stick to your appointment. Show them that their time is a priority just as your time is.
list of do not s not doughnuts
List of Do not's(not doughnuts) :
  • Do not talk about yourself
  • Do not use putdowns
  • Do not be reactive
let s start talking
Let’s start talking:
  • Let the staff know what you are both there to discuss.
  • Let them know what you are hoping to get out of the conversation (goals of the conversation).
  • Let the staff know the consequences of not being able to determine or reach goals after the conversation. Be honest.
staff s turn
Staff’s turn:
  • Ask the staff what has been happening? Listen without interjecting.
  • Ask them what they have tried so far and what the results of their efforts were.
  • Ask them what obstacles stand in their way or others’ ways to achieving their goals.
  • Ask them if their goal is realistic.
  • Review previous questions if the goal is unrealistic.
now let s have a back and forth conversation
Now let’s have a back and forth conversation:
  • If the staff could describe fantasyland regarding the issue, what would that look like?
  • Encourage the staff to come up with as many options as possible.
  • Ask the staff if they would like you to make suggestions, but only if they have had ample opportunity to think of options.
  • Ask them, if they were to use one of their options, how would they go about it.
moving forward
Moving forward:
  • Ask the staff if they are interested enough in their option to move forward.
  • Ask them how they will go about it.
  • Ask what barriers/ obstacles they anticipate might get in their way.
  • Ask how they plan on overcoming these.
  • Ask them what they plan on doing and by when.
follow up
Follow-up
  • Do not just trust that staff will now have the knowledge and tools to move forward without support.
  • Schedule a future date to meet with them to review progress/ barriers.
example videos
Example VIDEOS:
  • Poor example:
  • Good Example:

http://youtu.be/6qi-_bUbp10

http://youtu.be/iDH9ICwQJCc

g r o w process
G.R.O.W. PROCESS
  • G- Goal
  • What is the goal of the conversation?
  • What are the consequences if the goal isn't reached?
  • R-Reality
  • What has been happening?
  • What have the staff tried so far?
  • What were the obstacles for you?
  • Is the Goal realistic?
g r o w process continued
G.R.O.W. Process continued
  • O-Options
  • If you could do anything , what might you do?
  • Would you like suggestions from me?
  • Do any of these ideas interest you enough to explore further?
  • If you were to do this, how might you go about it?
  • W- Way Forward
  • How will you go about it?
  • What might get in the way?
  • What is the next step?
questions
Questions?
  • Let us know!
  • Amanda Muldoon (FSS Manager): amuldoon@csdd.net
  • Ashley Radder (Day Services PC): aradder@csdd.net
  • Nicole Costner (Budgeting Manager): NCostner@csdd.net
  • ArneciaDelk (SEMP Manager): adelk@csdd.net
  • Jacqueline Milbrand (IRA PC): jmilbrand@csdd.net
  • Rachel Welsted (Site Manager): rwelsted@csdd.net