Published on 23rd February 2018 in Leadership
Tool for Framing a Difficult Conversation
This tool can be used to address difficult situations or performance issues, such as failure to deliver on a commitment. Before having a difficult conversation, it is important to be clear about the following:
Plan the meeting in advance:
Decide on a location
Check your policies and procedures
Four Steps to a Successful Outcome
The following is a model adapted from the work of author Judy Ringer.
Observe the Dos and Don’ts of effective listening
√ Use supportive and encouraging gestures, such as nods and smiles
√ Make eye contact: look at the speaker directly without staring
√ Take notes: jot down keywords and use these for later questions
√ Look interested in facing the speaker, altering your facial expression and staying relaxed and calm
√ Ask questions – but try to avoid interrupting.
✘ Modify the message you hear to suit your own view
✘ Be pre-occupied with your own problems
✘ Make up your mind too quickly without hearing the whole story
✘ Become anxious about what you are hearing and over-react
✘ Be prejudicial and listen with a closed mind.
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