Transcript How to Appropriately Handle Difficult Conversations

HOW TO EFFECTIVELY HANDLE
DIFFICULT CONVERSATIONS
Using the GROW Model
This is a narrated Power Point!
Click the speaker button on
the top right corner, then click
the play button on each page
to listen!
BEFORE THE CONVERSATION:
Remember to take yourself out of the spotlight. This
conversation is not about you. It is about your staff.
Plan out the conversation.
Prepare notes to keep yourself on task regarding the
topic you wish to address.
Be a good listener. Be non-judgmental and direct.
BEFORE THE CONVERSATION:
Ask the staff when they are available to meet.
Schedule time with them and stick to your
appointment. Show them that their time is a
priority just as your time is.
LIST OF DO NOT'S
(NOT DOUGHNUTS) :
Do not talk about yourself
Do not use putdowns
Do not be reactive
LET’S START TALKING:
Let the staff know what you are both there to
discuss.
Let them know what you are hoping to get out of the
conversation (goals of the conversation).
Let the staff know the consequences of not being
able to determine or reach goals after the
conversation. Be honest.
STAFF’S TURN:
Ask the staff what has been happening? Listen without
interjecting.
Ask them what they have tried so far and what the results of their
efforts were.
Ask them what obstacles stand in their way or others’ ways to
achieving their goals.
Ask them if their goal is realistic.
Review previous questions if the goal is unrealistic.
NOW LET’S HAVE A BACK AND FORTH
CONVERSATION:
If the staff could describe fantasyland regarding the issue, what
would that look like?
Encourage the staff to come up with as many options as possible.
Ask the staff if they would like you to make suggestions, but only
if they have had ample opportunity to think of options.
Ask them, if they were to use one of their options, how would
they go about it.
MOVING FORWARD:
Ask the staff if they are interested enough in their option to move forward.
Ask them how they will go about it.
Ask what barriers/ obstacles they anticipate might get in their way.
Ask how they plan on overcoming these.
Ask them what they plan on doing and by when.
FOLLOW-UP
Do not just trust that staff will now have the
knowledge and tools to move forward without
support.
Schedule a future date to meet with them to
review progress/ barriers.
EXAMPLE VIDEOS:
Poor example:
http://youtu.be/6qi-_bUbp10
Good Example:
http://youtu.be/iDH9ICwQJCc
G.R.O.W. PROCESS
G- Goal
• What is the goal of the conversation?
• What are the consequences if the goal isn't reached?
R-Reality
• What has been happening?
• What have the staff tried so far?
• What were the obstacles for you?
• Is the Goal realistic?
G.R.O.W. PROCESS CONTINUED
O-Options
• If you could do anything , what might you do?
• Would you like suggestions from me?
• Do any of these ideas interest you enough to explore further?
• If you were to do this, how might you go about it?
W- Way Forward
• How will you go about it?
• What might get in the way?
• What is the next step?
G.R.O.W. PROCESS CONTINUED
QUESTIONS?
Let us know!
Amanda Muldoon (FSS Manager): [email protected]
Ashley Radder (Day Services PC): [email protected]
Nicole Costner (Budgeting Manager): [email protected]
Arnecia Delk (SEMP Manager): [email protected]
Jacqueline Milbrand (IRA PC): [email protected]
Rachel Welsted (Site Manager): [email protected]