Presentation is loading. Please wait.

Presentation is loading. Please wait.

Listen UP! The Pitfalls of Failed Conversations A Workshop for the Public Risk Management Association September 12, 2013 1.

Similar presentations


Presentation on theme: "Listen UP! The Pitfalls of Failed Conversations A Workshop for the Public Risk Management Association September 12, 2013 1."— Presentation transcript:

1 Listen UP! The Pitfalls of Failed Conversations A Workshop for the Public Risk Management Association September 12,

2 Most lawsuits are the result of failed conversations – talk about risk! 2

3 Today’s objectives  Increase confidence when handling difficult conversations  Provide tools for handling real conversations 3

4 Your conversation  Reflect for a moment on a situation you need to discuss with an employee.  What is the situation  The reasons you haven’t addressed the situation yet  The effect it has on you 4

5 What makes a conversation difficult?  Sensitive subject matter  We don’t know how to approach the topic  We are concerned about the reaction  We don’t like confrontation  History  Too busy attending to other job duties  Cultural issues  Relationship with employee  Legal concerns 5

6 Types of difficult conversations  Confronting unacceptable behavior  Providing honest feedback on poor performance  Sharing tough decision outcomes  Discussing a “taboo” issue like hygiene or dress  Saying “no” instead of yes  Addressing opportunities for improvement  Terminating an employee  Your examples ….. 6

7 Benefits of effective conversations  Behavior changes  Goals are achieved  Morale is improved  Work is distributed equitably  Consistent management practices lead to confidence in manager  Organization can take disciplinary action if necessary  Legal risk is reduced 7

8 Preparing for the conversation  Needs to take place on a timely basis  Arrange the time and place/privacy  Understand who should participate  Check your intentions  Prepare your core message  Have your facts  Know your policy  Be prepared with documentation  Prepare your opening comments 8

9 Using Emotional Intelligence  Emotional intelligence is the ability to know and manage oneself along with an awareness and ability to manage one’s relationships with others  EI is a skill critical to the successful outcome of a difficult conversation  90% of managerial success is attributed to Emotional Intelligence 9

10  How do I feel..  Am I angry, frustrated, nervous, intimidated, confident?  Do I know my triggers?  What is my self-talk? 10 Self-awareness

11 Self-management  How do I react …  Do I show my anger, frustration etc.?  How do I behave under stress?  Do I accept responsibility for my responses?  Can I control my feelings?  Do I have the ability to deflect ? 11

12 Social awareness  How do others feel..  Am I able to feel empathy?  Do I pick up on other’s behaviors?  Am I a good observer?  Do I listen? 12

13 Relationship management  Do I work at building relationships?  Can I handle conflict?  Do I collaborate?  Am I a role model?  Do I influence and persuade others? 13

14 Conducting the conversation  Focus on the behavior  Keep demeanor professional  Get to the point  Work on mutual agreement  Demonstrate respect  Explain consequences  Avoid assumption/blame  Follow up/document  Discuss facts not opinions  Avoid a power struggle 14

15 Dealing with potential responses 15 Expect Emotions! Lying Lack of awareness Crying Denial Silence Refocusing Sarcasm Anger

16 Follow up  Document and share with person  The issue may require more than one conversation  Provide positive feedback when change occurs  Provide consequences for lack of behavior change  Remember, some habits are difficult to change 16

17 Summary  Conversations must take place  Preparation is key –Process –Emotion  Follow up is necessary - recap  Know and use your resources  May require more than one session 17

18 Thank You! For more information about this workshop and others, please contact Connie Poulsen Management Training and Consulting 18


Download ppt "Listen UP! The Pitfalls of Failed Conversations A Workshop for the Public Risk Management Association September 12, 2013 1."

Similar presentations


Ads by Google