Difficult Conversations in the Workplace - CMU：艰难的对话，职场中的CMU.ppt

Difficult Conversations in the WorkplaceRea FreelandRon PlaconeDiscussion over Dinner?What types of issues or situations have you found to lead to difficult conversations in the workplace??What are some factors that can make these conversations difficult? We’ll start our large group discussion in about 15-20 ?To mon patterns munication that can produce difficult conversations and the underlying factors that make them difficult.?To discuss and apply models for dealing with difficult conversations with supervisors, colleagues, and ?Briefly discuss examples from groups?Present models for handling difficult conversations?Explore options for sample scenarios in small groups and as a large group?Summarize strategies and problems to watch out for Models and Related Strategies?Getting to Yes?Getting Past No?Feedback Approaches?Exchange Theory?Learning ponents of essful Conversations?Prepare, especially where to begin.?Know your own interests and the essence of what you need.?Anticipate (or find out) others’ interests.?Focus on interests and behaviors, not personalities.?Create an environment based on trust.“Getting to Yes” Strategy?Separate People from the Problem?Focus on Interests, not Positions?Invent Options for Mutual Gain?Use Objective Criteria?Develop Your BATNA(Best Alternative to a Negotiated Agreement)“Getting Past No” Strategy?Go to the Balcony?Step to Their Side?Reframe?Build Them a Golden Bridge?Use Power to EducateFeedback/Learning Approach?Focus on the situation, issue or behavior that you hope will change.?Recognize plishments and effort. ?ments in terms of perceptions and potential consequences. ?Be specific, future-oriented, and timely.?Engage in joint problem solving. mon PitfallsWhen giving feedback:?Invite questions and clarifications; maintain two-munication.?Acknowledge the other’s concerns; listen for what may be difficult for them to change.?Follow up to help them with new approaches; change is seldom straightfor