Critical Conversations For Dummies

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

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

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.