Three Types of SC
This type of stressful conversation begins with "I have bad news for you"
What is Delivering bad news.
What is the term for being direct and specific—letting your words do the work
What is clarity
You should do this with a trusted colleague before a difficult conversation
What is Rehearsal/Practice
When delivering bad news, you should always do this to the other person
What is Honor them / Speak with respect / Maintain dignity
Reword this phrase - "The situation is complicated and we're working on changes..."
Open positive answer! (Class Judges)
This conversation happens when someone has an unexpected emotional reaction
What is what's going on here
What is the term for Removing judgment and blame from your language
What is Neutrality
What is the first step to mastering stressful conversations—understanding YOUR reactions
What is Self Awareness/Know your triggers
When a conversation gets heated, do this to reset the tone
What is Disarm by restating your intent / Clarify your purpose
A team member misses deadlines. Which building block helps you describe the issue without blame?
What is Neutrality
This conversation type is when you're facing aggression or criticism
What is You are attacking me
What is the term for Using measured, respectful phrasing
What is Temperance
What are pre-prepared phrases for unexpected difficult conversations
What is Hip Pocket Phrases
In conflicts, fight this—not the person
What is Tactics
You need to address someone's aggressive tone in meetings. What technique applies?
What is Fight tactics, not people / Address the behavior, not character
All three conversation types share this common characteristic
What is Heavy emotional loads / strong emotions
Name all three building blocks of effective communication
What is Clarity, Neutrality, and Temperance
When you practice saying it out loud, your phrasing becomes this
What is Much better and more usable / More temperate
Name all three essential techniques during conversations
What is Honor your parter, Disarm by restating intent, and Fight tactics not people
Before confronting your defensive coworker about their errors, what should you do first?
What is Rehearse / Prepare / Check your own reactions (self-awareness)
When delivering bad news, being vague causes people to do this
What is Guess (and they rarely guess in your favor)
Holly Weeks says to learn these skills like learning this emergency technique
The cost of avoiding difficult conversations includes these three things
What is Unresolved issues, damaged relationships/trust, worsened problems
Your colleague says "You're just criticizing me!" What should you say to disarm them?
What is .. ex) "I'm bringing this up because I want us to work better together" / "My intent is to help, not criticize" / Restate your positive purpose
Someone starts crying during your feedback. Apply at least 2 concepts to handle this well.
What is Honor them/show respect, Restate your intent, Use clarity with compassion, Acknowledge emotion, or similar answer.