Communication and Difficult Conversations.ppt

Communication and Difficult Conversations

MD Anderson Ombuds Office
November 12, 2014
An Ombudsperson is a confidential resource for faculty, staff, students, and trainees who are experiencing conflicts or other difficult situations.
The Ombuds Office is neutral and independent (reporting directly to the President) and assists in munication through mediation or other means, and helps explore options about how to resolve the situation.
The program makes efforts to ensure institutional integrity by advocating for civility, equity, fair process, and respectful treatment.
Organizational Ombudsperson
We practice in accordance with the International Ombudsman Association (IOA) Code of Ethics and Standards of Practice
Why you might call us:
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A work-related problem or concern
A question about who to turn to for help
Clarification about what policies / procedures might
apply to your issue
Help with exploring what you really want (interests)
A talk about options
Confidential exploration of a sensitive issue
Coaching on words to use (or things to do/not do) in a
difficult conversation
Difficult Conversations
MD Anderson Ombuds Office
A difficult conversation is:
Anything we don’t want to talk about
Usually we worry what will happen if we do talk about it
If we do talk about it, we usually think and feel a lot more than what we actually say
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What’s difficult about a difficult conversation?
How do I start the conversation?
How do I handle anger or an emotional response?
What if there isn’t a good solution?
I don’t have time
What if I’m wrong?
What if I get emotional?
What if I lose?
A difficult conversation is made challenging by one or more of the following:
Conflict
Fear, anger, or frustration
Anxiety, procrastination
Disagreements
Misunderstanding
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Unproductive Approaches
Denial, avoidance and wishful thinking:
“If I just give it time, it will go away.”
Sugar-coating information:
“Don’t take this too seriously but…”
Abrogating respon