Critical Conversations For Dummies

ISBN-13: 9781118490310 / Angielski / Miękka / 2013 / 336 str.

Christina Tangora Schlachter

Opis

The easy way to communicate best when it matters most Most people are aware of the importance of handling critical conversations well. However, when it comes down to actually being in a difficult situation that calls for key communication skills, many do not know how to practically apply their own thoughts. Critical Conversations For Dummies is a step-by-step reference for the variety of crucial conversations life presents in the workforce. It's packed with strategies for preparing for high-stakes situations; being persuasive (not abrasive); knowing the value of assertive communication; resolving failed promises and missed deadlines; maintaining morale when firing staff; getting new employees off on the right foot; managing staff relations and strengthening team relationships; understanding audience needs and motivations to get positive results; altering confrontational language to cooperative language during difficult conversations; and building relationships in the face of conflict.

• Improve communication skills in crucial conversations
• Avoid common pitfalls and emotional tendencies
• Discover the benefits of success in crucial conversations

This book is especially relevant to the hundreds of thousands of leaders who are tasked with multiple duties, whether addressing complex problems from stakeholders or achieving exceptional results from staff.

Spis treści

Introduction 1

Part I: The Anatomy of a Critical Conversation 7

Chapter 1: Let s Get Critical! Making Conversations Count 9

Chapter 2: The Ins and Outs of a Critical Conversation 23

Chapter 3: Critical Conversations: Key Elements to Get You Started 43

Chapter 4: Delivering the Message with Impact 57

Chapter 5: Knowing When It s Time to Have a Critical Conversation 69

Part II: Making Sense of How You Communicate 83

Chapter 6: Building Effective Verbal Communication Techniques 85

Chapter 7: Grasping Nonverbal Cues 99

Chapter 8: Working with Different Communication Styles 113

Part III: Getting Down to Specifics: Creating a Critical Conversation 127

Chapter 9: Here s the Warm–Up: Getting Yourself Ready 129

Chapter 10: Keeping Challenging Situations Productive 143

Chapter 11: Closing the Conversation with Ease 159

Part IV: Putting It All into Practice 169

Chapter 12: Conversations in Good Times 171

Chapter 13: Conversations in Bad Times 185

Chapter 14: Dealing with Staff Disputes 199

Chapter 15: Identifying and Working through Workplace Complaints 215

Chapter 16: Resolving Difficult Behaviors with Critical Conversations 231

Chapter 17: Customer Conversations 249

Chapter 18: Hot Topics in Team Conversations 263

Part V: The Part of Tens 273

Chapter 19: Ten Benefits of Leading a Critical Conversation 275

Chapter 20: Ten Ways to Keep Your Cool No One Else Is 283

Chapter 21: Ten Ways to Manage a Conversation That s Going South 291

Index 299

O autorze

Christina Tangora Schlachter, PhD, is a Certified Professional Coach. She has created and taught courses on communication skills, crucial conversations for new managers, communication for professionals, and dealing with difficult conversations. She is the coauthor of Leading Business Change For Dummies and is the Chief Leader of She Leads.

Blurb

Communicate best when it matters most

Critical Conversations For Dummies is a step–by–step reference for the variety of difficult conversations life presents in the workforce. It′s packed with strategies for preparing for all kinds of high–stakes situations: being persuasive (not abrasive); knowing the value of assertive communication; resolving failed promises and missed deadlines; understanding audience needs to get positive results; altering confrontational language to cooperative language; building relationships in the face of conflict; and much more.

• Critical Conversations 101 get the scoop on the anatomy of a critical conversation, from preparing for the conversation and kicking off the discussion to closing out the communication with ease
• The principles of communication find out how to perfect your communication techniques with cooperative language, body language and listening skills, and your own communication style
• Get talking discover how to reduce your own level of stress before the conversation starts, make decisions in the face of conflict and negative reactions, and keep things on track
• In good times and bad learn how to communicate in positive and negative situations with impact, from hiring superstars and helping them hit the ground running, to firing poor performers and dealing with staff disputes

Open the book and find:

• The what, when, who, why, and where of critical conversations
• Great tips on how to be a better communicator
• The importance of getting critical conversations right
• How to use the EDGE model to achieve exceptional results
• Why critical situations fail (and how to avoid them)
• Ways to set up for success before a word is spoken
• Nonverbal techniques that speak volumes

Learn to:

• Improve communication skills in critical conversations
• Avoid common pitfalls and emotional tendencies
• Prepare for high–stakes situations