Show:
Ch 1&2
Ch 3&4
Ch 5&6
Ch 7&8
MLLP: First 6 Months
100
Patterson, Grenny, McMillan, Switzler
Who wrote Crucial Conversations?
100
What do I really want for myself? What do I really want for others? What do I really want for the relationship?
What are 3 questions you can ask when you find yourself slipping out of dialogue?
100
Others perception that you're working toward a common outcome in the conversation, that you care about their goals, interests and values.
What is mutual purpose?
100
The acronym for the 5 distinct skills that can help you talk about the most sensitive topics.
What is STATE?
100

Information about past behavior, delivered in the present, intended to influence future behavior..

What is "feedback"?

200
A discussion between two or more people where stakes are high, opinions vary and emotions run strong.
What is a crucial conversation?
200
Start with the Heart
What is the name of chapter 3?
200
A do/don't statement that addresses others' concerns that you don't respect them or that you have malicious purpose and it confirms your respect or clarifies your real purpose.
What is contrasting?
200
Four power listening tools used to encourage others to share their paths.
What is ask, mirror, paraphrase and prime?
200

Behavior, Impact, Response, Affirmation or Alternative

What is the BIRA feedback framework?

300
The free flow of meaning between two or more people.
What is dialogue?
300
How people feel, act and the tone they take during a conversation.
What are the conditions?
300
When you are at cross-purposes, this acronym of four skills are used to get back to mutual purpose.
What is CRIB?
300
As you begin to share your views remember your ABCs, which stands for what?
What is agree, build and compare?
300

A set of interdependent parts forming a complex whole

What is a "system"?

400
Our own opinions, feelings, theories and experiences about the topic at hand.
What is a pool of meaning?
400
Understating or selectively showing our true opinions.
What is masking?
400
Victim stories, villain stories and helpless stories.
What are the three clever stories?
400
Command, consult, vote and consensus.
What are the four methods of decision making?
400

The art of getting others to take your lead – to believe something you want them to believe, think in a way you want them to think, or do something you want them to do.

What is "influence"?

500
The number of hospital deaths in the U.S. Each year stemming from human error.
What is 200,000?
500
Masking, avoiding and withdrawing.
What are the three most common forms of silence?
500
He said "Nothing in this world is good or bad, but thinking makes it so."
Who is William Shakespeare?
500
Offering your best guess at what the other person is thinking or feeling before you can expect him or her to do the same.
What is priming?
500

1.Talk Straight

2.Demonstrate Respect

3.Create Transparency

4.Right Wrongs

5.Show Loyalty

6.Deliver Results

7.Get Better

8.Confront Reality

9.Clarify Expectations

10.Practice Accountability

11.Listen First

12.Keep Commitments

13.Extend Trust

What are "trust behaviors"?