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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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Presentation Transcript
group i
Group I
  • Aka
  • Madeline
  • MJ
  • Yu Wang
  • Zsuzsa
difficult conversations

Difficult Conversations

Problem Busters!

  • What is a difficult conversation?
  • Example
  • Model
  • Example revisited
  • Additional Tips
the problem busters definition
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
Types of Conversations

Upward to supervisor


Lateral to coworker

Downward to subordinate

  • Positivity
  • Opportunity to learn
  • Avoid assumptions
  • Honesty
  • Acceptance

Request time and attention

Know your purpose

Analyze and plan for possible outcomes 

Understand all points of view


Be specific

Listen actively

Keep facts separate from feelings

Look for solutions, not blame

Use a backup plan if necessary

Body language

  • Make plans to move forward
  • Solidify agreement and offer thanks
  • Follow up
additional tips
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!

  • Douglas Stone, Bruce Patton, Sheila Heen, Roger Fisher. Difficult Conversations. 1999.
  • Gabriela Degaro. Difficult Conversation ( 2009.
  • Judy Ringer. We Have to Talk : A Step-By-Step Checklist for Difficult Conversation.( (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. ( 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. ( 2002-2006.