1. iPrecision™ Systems for Critical Operations 1 Webinar #8: Crucial Conversations: Part 1 of 2

2. iPrecision™ Systems for Critical Operations Learning Objectives: TMWBAT:  Understand the “Art of Dialogue”  Identify the 3 conditions when a conversation becomes “Crucial”  Utilize these skills for a ‘win-win’ resolution  Learn how this relates to Emotional Intelligence 2

3. iPrecision™ Systems for Critical Operations Issues, Expectations, & Take-aways  What do you want to learn from this topic / program? 3

4. iPrecision™ Systems for Critical Operations Background Information  Book came out in 2002 & has been a best seller  Many corporations have made this mandatory training  Taught in over 75 branches at Paychex  Leads to a “Culture of Communication”  Many/most managers have never been taught the art of dialogue or communication 4

5. iPrecision™ Systems for Critical Operations 5 Facilitating Dialogue:  Where/how do you feel this is needed?  How does this impact communicating between divisions?  How does this relate to:  Leadership  Blame  How will you change the inertia?

6. iPrecision™ Systems for Critical Operations 6 3 Elements:  High stakes  Quarter-end results  New contracts  Impact on manufacturing capacity or product delivery commitments  Strong emotions  Supply chain vs. Manufacturing  Opposing opinions

7. iPrecision™ Systems for Critical Operations What It Is Not  It is not a 1-way threatening conversation directed at poor performance or selling less than quota! 7

8. iPrecision™ Systems for Critical Operations 8 What is Dialogue?  My view? Your view?  Other view?  Pool of Shared Meaning  What is the difference between Communication & Dialogue?  Components: Sender  Message  Receiver.

9. iPrecision™ Systems for Critical Operations 9 What Topic?  What issues require a Crucial Conversation?  What is your current reluctance to open this dialogue?  What have you learned from your DISC results that influence your style? [Dominance, Influence, Steadiness, & Compliance]  SDI Test results?

10. iPrecision™ Systems for Critical Operations 10 Rule #1: Start with Heart: Focus on what you really want:  For me?  For the other person[s]?  For the relationship? Acid Test: Identify the crucial conversation which, if improved, would significantly improve results that are important to you personally. Different countries? Different cultures? Different time zones? Sales vs. Manufacturing conflict

11. iPrecision™ Systems for Critical Operations 11 Pool of Shared Meaning:  The free flow of information, especially about high- stakes issues  How are we going to do this?

12. iPrecision™ Systems for Critical Operations 12 Sucker’s Choice:  A choice between 2 bad alternatives  “If I reveal my feelings, you’ll hold a grudge. If I don’t speak, nothing will change.”  Manufacturing Example: “If I complain about the short delivery dates, the Supply Manager will just overpower me, as usual.”

13. iPrecision™ Systems for Critical Operations 13 Rule #2: Learn to Look  Watch the content & conditions.  Recognize when people retreat.  Silence [pg. 51/58] [Withholding meaning from the pool] Avoiding [avoid conflict] Withdrawing [prefer to disengage] Masking [sugarcoat; sarcasm]  Violence [pg. 53/60] [Forcing meaning in the pool] Controlling Labeling Attacking

14. iPrecision™ Systems for Critical Operations ? Silence:  Avoiding  Withdrawing  Masking Violence:  Controlling  Labeling  Attacking 14 Pgs. 56-62 / 64-67; Scoring on pgs. 68-69 What did you just learn about ourself?

15. iPrecision™ Systems for Critical Operations 15 Your Style Under Stress?  Test on page 56 / 64-67 in book. 33 questions.  Scoring on pgs. 68-69  Take a few minutes. Personal feedback. No need to share.  What did you learn?  What 1 thing can/will you change?

16. iPrecision™ Systems for Critical Operations 16 Your Score?  Match your responses to the Score Sheets on pgs. 61-62 / 68-69.  High score means you use that technique fairly often. [Also means that you’re human]  33 questions = 33 points  3 checkmarks in a category = 3=consistent; 2 = fine tune that skill; 1 or 0 = focus on improving.  Now what?  3-5 minute pause: Put into your Plan of Action

17. iPrecision™ Systems for Critical Operations 17 Your Style? 3 Possibilities:  Passive  Aggressive  Assertive How would you define each one? What are the characteristics? Under Stress

18. iPrecision™ Systems for Critical Operations 18 Summary: Learn to Look:  Look at content & conditions  Look for when things become crucial. [Stakes are high. Different opinions. High emotion]  Watch for safety problems. [It’s OK to call ‘time-out’ & return to the conversation another time.]  Look for others moving towards silence/violence.  Look at your style under stress

19. iPrecision™ Systems for Critical Operations 19 Rule #3: Make It Safe [pg. 65/73] How to make it safe to talk about almost anything?  When there are Safety Risks, step out of the conversation. 2 Conditions:  Mutual purpose [What are our common goals?]  Mutual respect [How do we value each other?] Define “respect”.

20. iPrecision™ Systems for Critical Operations20 Choices When You Step Out: Pg. 74 / 82 Clear Problem Mis-under- standing Respect Violated Apologize “I’m sorry that I hurt you. You didn’t deserve that.” Contrasting “I didn’t mean to imply… What I did mean is that ….” Purpose Violated Create a Mutual Purpose “Let’s commit to find a mutual purpose.” [Brainstorm]

21. iPrecision™ Systems for Critical Operations 21 Rule #4: Master My Stories [pg. 93/103] How to stay in the dialogue when you’re angry, scared or hurt?

22. iPrecision™ Systems for Critical Operations Rule #4: Master My Stories [pg. 93/103] Stories create feelings! Victim / Villain / Helpless Happening to both parties: “This what I hear/see” “I tell a story to myself” [Defense mechanism] “I add meaning to justify my position” [Rationalizing] “ I take [new] action”. [Silence / Violence] 22

23. iPrecision™ Systems for Critical Operations Emotions Don’t Just Happen! [pg. 94/104]  Claim #1: Emotions don’t just settle upon you like a fog. You make yourself [happy/mad, etc.] You create your own emotions based on the impact on your Value System.  Claim #2: Once you created your own emotions:  You can act on them  You can be acted upon by them  Discussion: What does this mean to you? 23

24. iPrecision™ Systems for Critical Operations 24 Types of Stories We Tell Ourselves:  Victim: “This always happens to me.” Or, “It’s not my fault.” [Innocent sufferers]  Villain: “He is forcing me to do things a certain way.” Or, “It’s all his fault.” [Bad motive by others; evil doers]  Helpless: “I can’t do anything about this so why bother?” Or, “There’s nothing else I can do.” [Helpless stories look forward to explain why we can’t do anything to change the situation.]  Pg. 106 / 118

25. iPrecision™ Systems for Critical Operations 25 Try It Out! Manufacturing & Supply Chain: Crucial Conversation on Incomplete Specifications or Delivery Dates & Output Quotas:  Step #1: Start with Heart. [“What do you want?” “What does the other person want?”]  Step #2: Learn to Look. [“Moving to silence or violence.”]  Step #3: Make it safe.  Step #4: Master My Stories Practice Role Playing

26. iPrecision™ Systems for Critical Operations Role Plays  Operations [Pressure to fill a big order]  Supply Chain [Add’l. supplier with 6 Sigma & JIT]  Engineers [Not enough time for design & QC]  Software / IT [Scope creep from Ops]  10 minutes to prepare  10 minute role play 26 Other Role Play Scenarios

27. iPrecision™ Systems for Critical Operations Yes, but…..  Where do you see obstacles or resistance? 27

28. iPrecision™ Systems for Critical Operations 28 What’s Next?  How will you use this next week?

29. iPrecision™ Systems for Critical Operations Questions? 29