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Aka

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Group I Aka Madeline MJ Yu Wang Zsuzsa * * – PowerPoint PPT presentation

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Title: Aka


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 Id 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?id17)
    2009.
  • Judy Ringer. We Have to Talk A Step-By-Step
    Checklist for Difficult Conversation.
    (http//www.judyringer.com/pdf/free_articles/check
    list.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
    Schools 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.candidn
    etlistings.com/jobs-careers/article2756.htm)
    2002-2006.
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