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Group I

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.

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Group I

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  1. Group I • Aka • Madeline • MJ • Yu Wang • Zsuzsa

  2. Difficult Conversations Problem Busters!

  3. Agenda • What is a difficult conversation? • Example • Model • Example revisited • Additional Tips

  4. 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.

  5. Types of Conversations Upward to supervisor Conversations Lateral to coworker Downward to subordinate

  6. Example

  7. Problem Busters! Model

  8. Mindset • Positivity • Opportunity to learn • Avoid assumptions • Honesty • Acceptance

  9. Preparation Request time and attention Know your purpose Analyze and plan for possible outcomes  Understand all points of view

  10. During Be specific Listen actively Keep facts separate from feelings Look for solutions, not blame Use a backup plan if necessary Body language

  11. After • Make plans to move forward • Solidify agreement and offer thanks • Follow up

  12. Example Revisited

  13. Much Better…

  14. Additional Tips • Conversation openers “I have something I’d like to discuss with you that I think will help us work together more effectively.”

  15. Q & A Thank You!

  16. 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.

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