Handling Difficult Conversations
Admin Team Training
The conversations going on in our head are the ones that cause trouble in these situations. Usually when we are faced with a difficult conversation we have 3 thoughts going on in our head. The Harvard Negotiation Project puts difficult conversations and conflict down to 3 conversations going on in our head.
What did actually happen – some may have a different recollection of what happened
How do we feel – our feelings, other person’s feelings
Identity- worried about looking silly and incompetent
Set a conversation climate around you that limits the potential for conflict conversations and encourages openness, collaboration and engagement
Coming into the conversation by being prepared, with a planned outcome for you and for them
I How may I be contributing to the fact that this is a difficult conversation – have I not been able to manage expectations correctly
N Now is better than Later. As soon as you are aware there may be a potential difficult conversation coming up, don’t let sleeping dogs lie, get into it quickly. Name the elephant in the room
P Proof. Take the emotion out of it, make it an objective conversation with specific example where your expectations haven’t been met
U Understand – seek first to understand, why they might be thinking the way they are thinking. Doesn’t necessarily mean you have to accept their point of view
T Take the time to work with them to come up with a strategy moving forward that means you minimise the need to have this sort of conversation in the future
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