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Jul 01 2017 Having Crucial Conversations |
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I have been in credit for 20+ years and have met and worked
with some very interesting people and their quirks and personalities, be it bad
or good. I think we all have found ourselves at one time or another
working with difficult people, either co-workers, bosses, customers, and even
friends and family. Who couldn't use a few tips to increase our ability to deal
with the many varieties of different or difficult people? In my career, I have never had to deal with a person who
doesn't seem to know how to discuss an issue. I am at a loss as to how to
approach this matter. I know how I deal with this at home, because I know the
personalities I am dealing with, it becomes more difficult when you are not
totally sure of the person(s) personality. I then remembered the class I took through my company in
2012, "Vital Smarts Crucial Conversations." The course talked about the steps and
when I opened my work book and looked through the 9 steps it was all coming
back. I was grateful for the course but had not really needed to put the course
to task. The following are the steps within the course.
The elements of a crucial conversation are "opposing opinions,
strong emotions and high stakes." The skills which are needed are
identified as "where you're stuck, unbundle with CPR (Content, Pattern, and
Relationship)."
Help others leave silence or violence and join you in
dialogue with AMPP Skills: 1. Ask to get things rolling
2. Mirror to confirm feelings
3. Paraphrase to acknowledge the story
4. Prime when you're getting nowhere Vital Smarts has a great website www.vitalsmarts.com for resources and
training solutions.
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