How to Have Difficult Conversations

HowtoHave
Difficult Conversations

Thisismysummaryofabook
calledCrucialConversations

The single greatest problem in
communication is the illusion
that it had taken place.
“
– GEORGE BERNARD SHAW

Our lives begin to end the day
we become silent about things
that matter.
“
– MARTIN LUTHER KING JR.

A Crucial Conversation is:
• A discussion between two or more people where:
1. stakes are high
2. opinions vary, and
3. emotions run strong
• and the outcome greatly impacts their lives.

TheFool’sChoice:
Choosing between honesty and
keeping a friend

3 ways of handling crucial conversations:
• Avoid them
• Face them and handle them poorly
• Face them and handle them well

AskYourself:
How can I be 100% honest and
yet 100% respectful?

Why conversations go poorly:
1. Biology – high adrenaline causes a fight or flight response.
2. Surprise – they arise without warning.
3. Confusion – they often require us to improvise without time to
rehearse.
4. Self-defeating behavior – we do or say something that makes it worse.

Mastering Crucial Conversations:
ThePowerofDialogue

Dialogue: The free flow of meaning
between two people.

Pool of shared meaning (thoughts,
feelings, and experiences) needs to
grow

Successful dialogue results when
everyone feels safe to add their
meaning to the shared pool of
meaning

First principle of dialogue: start
with heart
Work on me first, us second

The problem is not that behavior
degenerates, it’s that motives do

Start with Heart:
HowtoStayFocusedon
WhatYouReallyWant

Start conversations with the right
motives, and stay focused. How?

1. Be smart when it comes to
knowing what you want. Don't
get distracted.
2.Don't make fools choices.

When feeling threatened, people
tend to create a new goal of
protecting themselves.

Protective behavior includes:
• Saving face
• Avoiding embarrassment
• Winning
• Being right
• Punishing others

Alternatively, we choose personal
safety (silence) over dialogue

Instead, focus on what you REALLY
want

Relax your body tension, take a
deep breath

"You know what? We need to talk
about this. I'm glad you asked the
question. Thank you for taking that
risk. I appreciate the trust that it
shows in me."

How can you move from anger to
gratitude when confronted during
a conversation?

Here are the three steps to
refocusing your brain

1. As you begin the discussion, start
by examining your motives. Ask
yourself what you really want.

2. As the conversation moves
forward, pay attention to what's
happening to your objectives. Are
you starting to save face? Save
embarrassment? Win? Be right? Or
punish others?

Realize that our motives change
without us thinking about it.

In order to move back to motives
that benefit dialogue, you MUST
step away from the conversation
and look at yourself like an
outsider.

Ask yourself: what am I doing? And
if I had to guess, what does it tell
me about my underlying motive?

3. Ask yourself:
- what do I really want for myself?
- what do I really want for others?
- what do I really want for my
relationship?

Then:
How would I behave if I really
wanted these results?

Why do this?
1. It reminds you of your goal
2. Asking yourself abstract, complex questions will literally pull
your body out of fight or flight mode

How to avoid the fools choice:
Turningeither/orintoand

1. Clarify what you really want
e.g. What I want is for my coworker to be more reliable. I'm
tired of being let down by them when they make
commitments that I depend on.

2.Clarify what you really don't want
Think about what you're afraid will happen if you back
away from your current strategy of trying to win or stay
safe. What bad thing will happen?
e.g. To have a useless and heated conversation that creates
bad feelings and doesn't lead to change.

3.Present your brain with a more
complex problem
Combine the two into an and question.
e.g. How can I have a candid convo about #1 and avoid #2?

Learn to Look:
HowtoNoticeWhenSafety
IsaRisk

Watch for CONTENT (what) and
CONDITIONS (why) of the
conversation

The sooner you notice conditions
have changed, the sooner you can
change it

It takes knowledge and practice to
know what to look for, and then
actually see it

What do you look for?
1. The moment a conversation turns crucial
2. Signs that people don't feel safe: Silence or Violence
3. Your own style under stress

Spotting crucial conversations:
Notice physical signals
• Sweaty hands, dry mouth or eyes, loud heartbeat
Notice emotional signals
• Scared, hurt, angry
Notice behavioral signals
• Raising voice, pointing finger, getting quiet

Learn to look for safety problems
• Watch for signs that people are afraid
• Nothing kills the flow of meaning like fear
• Fear reduces your ability to see beyond yourself
• Pulling back from content and watching for fear opens your
ability to see

When it's safe, you can say
anything

When you fear people aren't
buying into your ideas, you push
hard (fight)

When you fear harm, you become
silent (flight)

People feel unsafe because of the
conditions, not content, of a
conversation

There are TWO CONDITIONS
required for safety

People feel safe when they:
1. Believe the other person has their best interests at heart
(motives)
2. Respect the other person's opinion (ability)

Don't let safety problems lead
you astray:
• Others may attack you when their safety is at risk
• Recode silence and violence as signs that people are feeling
unsafe

SILENCE:
purposefully withholding
information from the dialogue
e.g.sarcasm,sugarcoating

3 most common forms of silence:
1. Masking. Understating or selectively showing true
opinions.
e.g. sarcasm, sugar coating, couching
2. Avoiding. Not addressing the real issues.
e.g. changing the subject, shifting the focus to others
3. Withdrawing. Not engaging in the conversation any longer.
e.g. exiting the conversation, exiting the room

Masking. Understating or
selectively showing true opinions
e.g. sarcasm, sugar coating, couching

I think your idea is... brilliant.
Yeah that's it. I just worry that
others won't catch the subtle
nuances. Some ideas come
before their time so expect
some... minor resistance
“
= YOUR IDEA IS INSANE AND PEOPLE WILL FIGHT IT

Oh yeah that'll work like a
charm. Oﬀer people a discount
and they'll sign up just to save
$5. Where do you come up with
this stuﬀ?
“
= WHAT A DUMB IDEA

Avoiding. Steering completely
away from sensitive subjects
e.g. changing the subject, shifting the focus to others

How was your blog post? Well,
you know, I thought it was
provocative.
“
= WHAT HAPPENED? DID YOU NOT DO ANY EDITING?

Speaking of ideas for cost
cutting, what if we bought less
oﬃce supplies? Or took people
out to lunch less?
“
= IF I OFFER TRIVIAL SUGGESTIONS, MAYBE WE CAN
AVOID SENSITIVE THINGS LIKE STAFF INEFFICIENCY

Withdrawing. Pulling out of a
conversation altogether
e.g. exiting the conversation, exiting the room

Excuse me, I've gotta take this
call.
“
= I DON'T WANT TO BE IN THIS USELESS MEETING

Sorry I'm not going to have this
discussion again. I'm not sure
our relationship can handle it.
*Exit*
“
= WE CAN'T TALK ABOUT EVEN THE
SIMPLEST TOPICS WITHOUT ARGUING

VIOLENCE:
convincing, controlling, or
compelling others to your
viewpoint
e.g.namecalling,monologuing,
makingthreats

3 most common forms of violence:
1. Controlling. Coercing others to your way of thinking.
e.g. cutting others off, overstating your facts, speaking in
absolutes, dominating the conversation
2. Labelling. Stereotyping or categorizing people.
e.g. name-calling, generalizing
3. Attacking. Making the other person suffer.
e.g. belittling, threatening

Controlling. Coercing others to
your way of thinking.
e.g. cutting others off, overstating your facts, speaking in
absolutes, dominating the conversation

There's not s person in the
world who haven't bought one
of these things. They're the
perfect gift.
“
= I CAN'T JUSTIFY SPENDING OUR HARD EARNED SAVINGS
ON THIS EXPENSIVE TOY, BUT I REALLY WANT IT

We tried their product, but it was
an absolute disaster. Everyone
knows they don’t really care
about the user and have the worst
customer service.
“
= I'M NOT CERTAIN OF THE REAL FACTS, SO I'LL USE
HYPERBOLE TO GET YOUR ATTENTION

Labelling. Stereotyping or
categorizing people.
e.g. name-calling, generalizing

Honestly, I’ve been doing this for
a lot longer than you.
“
= I CAN'T ARGUE MY CASE ON ITS MERITS, SO TO GET
WHAT I WANT I'LL ATTACK YOU PERSONALLY

You're not going to listen to them
are you? First, they're from
headquarters. Second, they're
engineers. Need I say more?
“
= IF I RELY ON PRE-EXISTING STEREOTYPES,
THEN I WON’T HAVE TO EXPLAIN ANYTHING

Attacking. Making the other
person suffer.
e.g. belittling, threatening

I dare you to try and see what
happens.
“
= I WILL GET MY WAY ON THIS EVEN IF I HAVE TO
THREATEN SOME VAGUE PUNISHMENT

Don't listen to a word Jim is
saying. He’s just trying to make it
better for him. I'm sorry but
someone has to have the guts to
tell it like it is.
“
= TO GET MY WAY I'LL SAY BAD THINGS ABOUT AND THEN
PRETEND I'M THE ONLY ONE WITH ANY INTEGRITY.

Look for your Style Under Stress

This is the hardest thing to
monitor during a conversation

What's your style under stress?
Take the survey:
www.vitalsmarts.com/styleunderstress

Make It Safe:
How to Make It Safe to Talk
About Almost Anything

Step out of the content of the
conversation, make it safe, then
step back in

Example: A conversation about
physical intimacy
Jotham thinks they’re not physically intimate enough, Yvonne thinks they
are. When Jotham tries and Yvonne says no, he sulks.
Yvonne brings up the conversation, “Can we talk about what happened last
night?”
He responds with “I don't know if I'm in the mood.”
“What's that supposed to mean?”
“I'm sick and tired of you deciding when we do what.”
(Yvonne walks out)

Jotham thinks they’re not physically intimate enough, Yvonne thinks they
are. When Jotham tries and Yvonne says no, he sulks.
Yvonne brings up the conversation, “Can we talk about what happened last
night?”
He responds with “I don't know if I'm in the mood.”
“What's that supposed to mean?”
“I'm sick and tired of you deciding when we do what.”
(Yvonne walks out)
Example: A conversation about
physical intimacy
He uses sarcasm
because he doesn't feel
safe using dialogue

If you really want to have a healthy
conversation that may make or
break your relationship, then you
may have to set aside confronting
the sarcasm for a moment

Making dialogue safe
• WORST – Ignore the safety issues or conclude the topic is
unsafe and move to silence.
• GOOD – Realize safety is at risk but fix it in the wrong way,
by sugarcoating the message.
• BEST –Don’t play games. no pretending, sugarcoating or
faking. Step out of content, make it safe, and step back in.

Back to Yvonne and Jotham
• Yvonne: “Can we change gears for a minute? I’d like to talk
about what happens when we’re not romantically in sync. It
would be good if we could both share what’s working and what
isn’t. My goal isn’t to make you feel guilty, and i certainly don’t
want to become defensive. What I’d really love is for us to come
up with a solution that makes us both satisfied in our
relationship.”

Notice which conditions are at risk
1. Mutual Purpose (the entrance condition)
2. Mutual Respect (the continuance condition)

Mutual Purpose
(the entrance condition)

Crucial conversations often go
awry because the CONTENT
suggests a malicious INTENT

Mutual Purpose means:
• Others perceive that you’re working towards a common
outcome in a conversation.
• That you care about their goals, interests, and values (and
vice versa, you believe they care about yours).

Mutual purpose is the entry
condition of dialogue

Watch for signs that mutual
purpose is at risk:
• end up in debate
• defensiveness
• hidden agendas
• accusations
• circling back to the same topic

Two crucial questions to determine
when mutual purpose is at risk:
1. Do others believe I care about
their goals in this conversation?
2. Do they trust my motives?

Example: How could you tell your
boss you don't trust him?

Does his behavior cause you to
miss deadlines he cares about? Or
incur costs he frets over? Or lose
productivity?

“I'vegotsomeideasforhowIcanbe
muchmorereliableandevenreduce
costsforafewthousanddollarsin
preparingthereporteachmonth.It's
goingtobeabitofasensitive
conversation,butIthinkitwillhelpa
greatdealofwecantalkaboutit.”

Mutual Respect
the continuance condition)

Will we be able to remain in
dialogue?

The instance people perceive
disrespect in a conversation, the
interaction is no longer about
mutual purpose. It's about dignity.

To tell if respect has been
violated, watch for signs people
are defending their dignity:
• Highly charged emotions (fear to anger)

Ask yourself: Do others believe I
respect them?

How can I respect people I don't
respect?
• Different backgrounds
• Someone has let you down repeatedly
• Etc

Dialogue would be doomed if you
had to respect every element of
someone's character before
starting

Honor someone's basic humanity.
Look for ways they are similar.

“Lord, help me forgive those who
sin differently than I.”

Three skills for rebuilding Mutual
Purpose or Mutual Respect:
• Apologize when you have made a mistake that has negatively
effected others
• Contrast to repair misunderstandings.
• CRIB to get to Mutual Purpose

Example:
• You're escorting VP and something important comes up so
you don't bring them by the product team like you promise.
The product team is mad.
• Don't get hooked and fight back: step back

When you've made a mistake that
has hurt others, start with an
apology.

An apology:
a statement that sincerely
expresses your sorrow at your role
in causing (or at least not
preventing) pain or difficult to
others.

“I'msorryIdidn'tgiveyouacallwhenI
learnedwewouldbecomingby.You
workedallnight.Itwouldhavebeena
wonderfulchancetoshowcaseyour
improvementsandIdidn'tevenexplain
whathappened.Iapologize.”

To offer a sincere apology, your
motives have to change.

Watch to see if the sincere show of
respect has helped restore safety
• if yes, you can safely explain what happened
• if no, you'll need to use a more advanced skill

Sometimes an apology isn’t
appropriate

Contrasting is a don't / do
statement that:
• addresses others concerns that you don't respect them or
have a malicious purpose (don’t)
• confirms your respect or clarifies your real purpose (do)

"(TheDON'Tpart)ThelastthingI
wantedtodowascommunicatethatI
don'tvaluetheworkyouputin,orthatI
didn'twanttoshareitwiththeVP.(The
DOpart)Ithinkyourworkhasbeen
nothingshortofspectacular."

Now that you've addressed threat
to safety, address the issue itself
and move to remediation

The DON’T is the more important
because it deals with the
misunderstanding that puts safety
at risk.

• Yvonne: “I think it makes things worse when you withdraw
and won’t talk to me for days at a time."
• Jotham: “So you expect me not only to put up with regular
rejection but also be sociable and happy when I do?"

Jotham appears to believe
Yvonne’s motive is to reshape him.
It’s unsafe, mutual purpose is at
risk.

• Yvonne: “I don’t want to suggest that this problem is yours.
The truth is, I think it’s ours. I’m not trying to put the burden
on you. I don’t even know what the solution is. What I do want
is to be able to talk so that we can understand each other better.
Perhaps that will help me change how I’m responding to you
too.”
• Jotham: “I know where this is going. We talk, I continue to get
rejected, but you get to feel good about yourself because we’ve
communicated. Have you been reading your self-help library
again?”

He still believes that she wants to
confirm that their existing
relationship is okay.

• Yvonne: “Seriously honey, I'm not interested in discussing
why our current relationship is strong and healthy. I can see
that it isn't. I merely want to talk about what each of us likes
and doesn't like. That way we'll be able to see what we need to
improve and why. My only goal is to come up with some ideas
that will make both of us happy.”

Contrasting is not apologizing. It's
a way of making sure what was
said didn't hurt more than it should
have.

Contrasting provides CONTEXT
and PROPORTION.

If you give small feedback, like
about punctuality, and the other
person seems crushed, don't give
in to temptation to water it down
(“you know, it's really not that big
of a deal”)

Instead, put your remarks in
context. Use contrast to clarify.

"Letmeputthisinperspective.Idon't
wantyoutothinkI'mnotsatisfiedwith
thequalityofyourwork.Iwantusto
continueworkingtogether.Ireallydo
thinkyou'redoingagoodjob.This
punctualityissueisimportanttomeand
I'djustlikeyoutoworkonthat.Ifyou'll
justbemoreattentivetothat,thereare
nootherissues."

Use contrasting for (a) prevention
or (b) first-aid

If something could cause
defensiveness, use contrasting

Sometimes contrasting won’t do
the trick.

For example:
• You’ve been offered a promotion but it involves
displacement. You expected your spouse to be ambivalent,
but they think it’s bad news. You have to move and you’ll work
longer hours. More money and power doesn’t seem to
compensate for loss of time.

• Commit to seek mutual purpose
• Recognize the purpose behind the strategy
• Invent a new purpose
• Brainstorm new strategies
Use CRIB to create mutual purpose

1. Commit to seek mutual purpose
• You have to agree to agree. Stop using silence or violence to
get others to your view. Commit to staying in conversation
until you invest a solution you can both share.
• Step back from conversation and say:
• “It seems like we’re both trying to force our views on each
other. I commit to staying in the conversation until we have
a solution that satisfies both of us.”
• Then, watch whether safety takes a turn for the better.

2. Recognize the purpose behind
the strategy
• Don’t confuse what you’re asking for with what you want.
What you’re asking for is the strategy to what you want.
• We confuse WANTS or PURPOSE with STRATEGIES
• Focus on real purposes.

Example: watching a
movie vs relaxing
• I want to see a movie, you want to relax, so we debate. We assume
we’ll never resolve differences because going out and staying home
are incompatible.
• Ask: “Why do you want that?”
• “I’m tired of running around and dealing with the hassle of the city.”
• “So you want peace and quiet?”
• “Mostly. Why do you want to go to the movies?”
• “So I can spend time with you away from the kids.”
• “So if we can find something that is both quiet, and away, we’ll both
be happy? What if we take a drive up the canyon?"

Sometimes you find out your
genuine wants and goals can’t be
served without sacrificing the
other purpose. You have to INVENT
a mutual purpose.

3. Invent a mutual purpose
• Move to more encompassing goals. An objective that’s more
meaningful or rewarding than those on either side.
• Example: moving for a promotion
• You and your spouse don’t agree on whether you should
take the promotion
• You can agree the need of relationship and children come
before career aspirations

4. Brainstorm new strategies
• If you’re not willing to give creativity a try, it will be
impossible for you to come up with a mutual outcome.

Master My Stories:
HowtoStayinDialogueWhen
You’reAngry,Scared,orHurt

Emotions don’t settle on you like a
fog – you make your own emotions

You have only two options
1. Act on them
2. Be acted on by them

Worstatdialogue:hostagetotheir
emotionsanddon’tevenknowit.
Goodatdialogue:knowtheyneedto
controlemotionssotheyfakeit.
Bestatdialogue:influenceandchange
theiremotionsbythinkingthemout.

The Path to Action Model
See and
Hear
Tell a
Story
Feel Act

We make a guess at the motive of
the behavior

We add judgment: was it good or
bad?

Nothing in this world is good
or bad, but thinking makes it
so.
“
– WILLIAM SHAKESPEARE

Stories
• Are interpretations of facts
• Explain what we see and hear
• Help us evaluate the situation
• Tell us what we should do in the situation
• Once told, they take a life of their own

Whileit’struethatatfirstwearein
controlofthestorieswetell–afterall,
wedomakethemupofourownaccord–
oncethey’retold,thestoriescontrolus.

Skill for mastering our stories
(retraceyoursteps)
See and
Hear
Tell a
Story
Feel Act
Notice your
behavior – ask:
Am I in some form of
silence or violence?

(retraceyoursteps)
See and
Hear
Tell a
Story
Feel Act
Get in touch with
your feelings – ask:
What emotions are
encouraging me to act
this way?

(retraceyoursteps)
See and
Hear
Tell a
Story
Feel Act
Analyze your stories
– ask:
What story is creating
these emotions?

(retraceyoursteps)
See and
Hear
Tell a
Story
Feel Act
Get back to the facts –
ask:
What evidence do I have
to support this story?

Get in touch with your feelings

People are bad at identifying
emotions. Common mistakes:
• Words like bad, angry, or frightened.
• Angry often really means embarrassed and surprised.
• Unhappy often really means violated.
• Upset often really means humiliated and cheated.
Is your emotional vocabulary robust and accurate?

Regain emotional control by asking
• Is this the only right emotional response to the situation?
Questioning our feeling leads to questioning our stories.

Separate subjective conclusions
from objective facts by asking:
• Can I see or hear this thing I’m labeling a fact?
• Was it an actual behavior?
Conclusions explain what you think, not what actually
happened.

Watch for emotionally laden
words by asking:
• What words carry an undertone of judgment or attributes?
Less volatile descriptions allow for multiple interpretations.

Clever stories allow us to feel
good about behaving badly even
while achieving abysmal results

Victim Stories
“it’snotmyfault"
• We are innocent sufferers
• We ignore the role we play in contributing to the problem
• We have nothing but the most noble intentions

Villain Stories
“it’sallyourfault"
• We attribute negative motives to the other person
• We exaggerate our own innocence
• We overemphasize the other person’s guilt
• We dehumanize the other person by making unfair
generalizations
• We justify our own ineffective behavior

Helpless Stories
“there’snothingelseIcando”
• We assume there is no alternative to our predicament
• Explains why we can’t do anything to change our situation
• Attribute fixed and unchangeable traits to the other person

Villain and Victim stories look back
Helpless stories look forward

It's easy to act helpless when we
see other people's behavior as
fixed and unchangeable

Why we tell clever stories
1. They sometimes match reality
2. They get us off the hook
3. They keep us from acknowledging our own sell-outs

What is a “sell-out”?
• Consciously going against your sense of what's right
• We've done something we feel a need to justify
• Examples:
• Closing the gap when someone tries to merge into your lane
• Not bringing up annoying trait in your spouse
• Notice: your selfish behavior comes before the story, not
after
• Sell-outs can be small

Common sell-outs:
• You believe you should help someone but
don’t
• You believe you should apologize but
don’t
• You believe you should stay late to finish
up on a commitment but go home instead
• You say yes when you know you should
say no, then hope no one follows up
• You believe you should talk to someone
about concerns you have with them but
don't
• You do less than your share and think you
should acknowledge it but don't, knowing
no one else will bring it up either
• You believe you should listen respectfully
to feedback, but become defensive
instead
• You see problems with a plan someone
presents and think you should speak up
but don’t
• You fail to complete an assignment on
time and think you should let others
know but don't
• You know you have information a
coworker could use but keep it to yourself

The best people recognize they're
telling clever stories, stop, and do
what it takes to tell a useful story

A useful story creates emotions
that lead to healthy actions like
dialogue

What turns a clever story into a
useful one?

What turns a clever story into a
useful one?
The rest of the story

Clever stories are all incomplete –
they omit crucial information
about us, others, and options

Turn victims into actors
Turn villains into humans
Turn helpless into able

Turn victims into actors
• Ask: Am I pretending not to notice my role in the problem?
• Doesn't necessarily mean you had malicious motives
• Maybe it’s just omission – nonetheless, acknowledge your
contribution
• Add these important facts into the story

Turn villains into humans
• Ask: Why would a reasonable, rational, and decent person do
what this person is doing?
• The purpose is to humanize someone, not to excuse their bad
behavior
• Focus less on their intent and more on the effect their
behavior has on you

Turn helpless into able
• Return to your original motive
• Ask: What do I really want? For me? For others? For the
relationship?
• Then kill the fools choice
• Ask: What would I do right now if I really wanted these
results?

State My Path:
HowtoSpeakPersuasively

Sharing risky meaning can be
hard when ideas contain delicate,
controversial opinions

When the topic turns from things
to people it's always harder

3 ingredients to maintaining
safety while speaking honestly:
• Confidence
• Humility
• Skill

STATE: How to talk about
sensitive topics
1. Share your facts
2. Tell your story
3. Ask for others paths
4. Talk tentatively
5. Encourage testing

Share your facts:
• We often start by sharing our conclusions, which are often ill
founded, rather than the facts that led to our conclusions.
• Facts are:
• Less controversial than conclusions.
• More persuasive than conclusions.
• Less insulting than conclusions.

The goal isn't to persuade others
that you are right. You want to
add to the pool of meaning.

Gathering the facts is the
homework required for crucial
conversation.

If you want to share your story,
don't start with it. Start with
facts.

Tell your story
• This can be tricky. The other person can still become
defensive.
• Facts alone are rarely worth mentioning. It’s the facts plus
the conclusion that call for a face-to-face conversation.
• When telling your story, remember:
• It takes courage and confidence.
• Don’t pile it on. Decide which of your stories to share.
• Keep a look out for safety problems

Use contrasting, but be careful
not to water down or apologize
for your views.

Ask for other's paths
• Confidence is about sharing your facts and stories. Humility
is about inviting others to do the same.
• If your goal is really to expand the pool of meaning, then
you'll be willing to listen to others.
• Ask:
• What does the other person know, what are their facts?
• What are the other person’s intentions?
• What does the other person really want?

Be willing to abandon your story
as more info comes in.

Talk tentatively
• Tell your story as a story rather than disguising it as a hard
fact.
• When sharing a story, strike a blend between confidence and
humility.
• Express appropriate confidence while demonstrating that, if
called for, you want your conclusions challenged.

Use tentative language
Change:
• ”The fact is…”
• "Everyone knows that…”
• "It's clear to me…”
To:
• "In my opinion…”
• "I've talked to three
customers who think
that…”
• "I'm beginning to wonder
if…”

Why soften?
• We're trying to add meaning to pool, not force it down
peoples throats.
• The more clear and forceful you are, the most resistant
others become.
• The more tentatively you speak, the more open people
become.

Is this manipulative?
• No.
• If you're faking this, you're not in dialogue.
• Don't be more confident than you limited capacity allows.

Be tentative but not wimpy
• Don't begin with a total disclaimer (“I know this probably
isn't true…” or “Call me crazy but…”) and have a tone that
expresses it

Example: You think someone stole
something
• Too soft: This is probably stupid but...
• Too hard: How come you ripped us off?
• Just right: It's starting to look like you're taking this home for
your own use. Is that right?

Example: You think someone is
using drugs
• Too soft: I'm ashamed to even mention this
• Too hard: Just when did you start using hard drugs?
• Just right: …it’s leading me to conclude that you're starting to
use drugs. Do you have another explanation that I'm missing
here?

Example: You think someone has
trust issues
• Too soft: It’s probably my fault but
• Too hard: You wouldn't trust your own mother to make a one
minute egg
• Just right: I'm starting to feel like you don't trust me. Is that
what's going on here? If so, I'd like to know what I did to lose
your trust

Example: You want to bring up
intimacy issues
• Too soft: Maybe I'm just oversexed or something but…
• Too hard: If you don't pick up the frequency I'm walking.
• Just right: I don't think you're intending this but I'm
beginning to feel rejected.

Encourage testing
• Don't just invite others to talk, make it clear that you want to
hear people.
• The only limit to how strongly you can express your opinion,
is your willingness to encourage others to challenge it.
• Remember to:
• Invite opposing views when none are forthcoming.
• Make your invitation genuine.
• Play devil’s advocate – challenge your own thinking.

Actively invite opposing views
• Make it clear you want to hear their views
• “Does anyone see it differently? What am I missing here?”
• “I'd really like to hear the other side of this story”
• Respect them for finding the courage to express what they're
thinking

Mean it
• Use words and tone.
• “I know people have been reluctant to speak up about this, but I
would really love to hear from everyone”
• “I know there are at least two sides to this story. Could we hear
differing views now? What problems could this decision cause
us?”

Play devil’s advocate
• Sometimes you can tell that people aren't buying into the
facts or story but they're not speaking up.
• Model disagreeing by disagreeing with your own view.
• “Maybe I'm wrong here. What if the opposite is true? What if
the reason sales have dropped is because…”
• Do it until your motive becomes obvious.
• People can be skeptical if you've invited their opinion in
the past and then brushed them off.

To initiate STATE skills
• Turn your attention from the topic to yourself.
• Remember others have something to say – listen.
• Catch yourself before pushing too hard.
• Hold to your belief; just soften your approach.

Explore Others’ Paths:
HowtoListenWhenOthers
BlowUporClamUp

Clamming Up:
refusing to speak our mind

Blowing Up:
speakinginanabusiveorinsulting
manner

Help others retrace their paths to
action:
• We see the action at the end of their stories.
• Move them from emotions to conclusions to observations.
• This helps resolve emotions at its source.
• All this requires genuine listening on our part.

AMPP: Listening tools for helping
others share their paths to action
1. Ask them to tell their stories
2. Mirror to confirm feelings
3. Paraphrase to acknowledge their story
4. Prime when you’re getting nowhere

Ask them to tell their stories
• Common invitations:
• What's going on?
• I'd really like to hear your opinion on this.
• Please let me know if you see it differently.
• Don't worry about hurting my feelings. I really want to hear
your thoughts.

Mirror to confirm feelings
• Describe how they look or act.
• Most useful when tone of voice or gestures are inconsistent
with their words – e.g. “Don’t worry, I’m fine.”
• “Really? From the way you're saying that it doesn't sound
like you are.”
• Staying with observed actions shows respect & concern.
• Be aware of tone of voice & delivery - create safety by
showing that we're okay with them feeling how they feel.

Examples of mirroring:
• You say you're okay, but by the tone or your voice you seem
upset.
• You seem angry at me.
• You look nervous about confronting him. Are you sure you're
willing to do it?

Paraphrase to acknowledge
their story
• Don't parrot back exactly, put message in own form.
• “Let's see if I got this right. You're upset because I voiced my
concerns about some of the clothes you wear, and this seems
controlling and old fashioned to you.”
• Indicates you are trying to understand and that it is safe to
continue talking.
• Remain calm and collected (like mirroring).

Prime when you’re getting
nowhere
• When you believe the other person still has something to
share, but needs a little more effort from you.
• Offer your best guess at what the other person is thinking or
feeling before they will do the same.
• Only do this if nothing else is working.

If you disagree, use the ABCs
1. Agree: on facts and stories you share.
• Disagreement typically is over only 5-10% of the facts and
stories.
2. Build: if others leave important things out.
3. Compare: when you differ.

Move to Action:
HowtoTurnCrucialConversations
intoActionsandResults

There are 2 reasons ideas fail to
get put into action:
1. Expectations are unclear about how decisions will be made.
2. Neither side follows up on taking action.

Dialogue is not decision-making

Beginnings of dialogue are risky
because they require safety

Endings of dialogue are risky
because they require clarification
of conclusions and decisions

Solve problems by deciding how
you're going to decide, who will
be involved, and why

When line of authority is clear:
• Example: boss or parents.
• The person with authority decides how to decide.

When line of authority is unclear:
• Example: roommates or a relationship.
• Openly talk about who decides and why.

4 methods of decision making:
1. Command
2. Consult
3. Vote
4. Consensus
These each represent increasing degrees of involvement.
Additional involvement increases time and effort.

Command:
Decisionsmadebyauthoritywithout
involvementofothers

When there’s an external
authority, it's not our job to
decide what to do. It's our job to
decide how to make it work.

Delegation happens when either:
• Authority doesn't care enough to get involved.
• Authority trusts another person enough to make the
decision.

In strong teams, many decisions
get turned over to others.

Consider the following:
• If people can make choices, allow them to do so.
• Define degrees of freedom and allow others to choose within
them.
• Explain your reasons for making your decision.

Consult:
Decisions-makerinvitesothersto
influencethembeforemakingadecision

Use consultation when:
• Many people are affected.
• Information can be gathered relatively easily.
• People care about the decision.
• There are many options, some of which are controversial.

• Don’t pretend to consult.
• Announce what you’re doing – set expectations up front.
• Report your decision and explain your reasons.

Vote:
Usedwhenselectingfromanumber
ofgoodoptions

• Voting is a great time saver but should not be used when
people don’t agree to support whatever decision is made.
• Use voting only when you know that the losers don’t really
care about the result.
• Consider using voting for reducing long lists to a short list;
follow-up with consensus.
• Never replace patient analysis and healthy dialogue with
voting.

Consensus:
Everyonehonestlyagreestoone
decision

Use only with
• High-stakes and complex issues.
• Issues where everyone absolutely must support the final
choice.
• Everyone shares a common agenda.

• Don’t force consensus onto everything.
• Don’t pretend that everyone will get their first choice.
• If you don’t get your choice, don’t be a martyr.
• Don’t take turns, base your decision on merit.
• Don’t engage in post-decision lobbying.
• If the decision fails, don’t say “I told you so.”

4 questions to ask when deciding
how to decide:
1. Who cares? Determine who wants to be involved. Don’t involve
those who don’t care.
2. Who knows? Determine who has the expertise you need to make
the decision. Don’t involve those who contribute new information.
3. Who must agree? Involve those people whose cooperation you
might need in the form of authority of influence in any decision
you make.
4. How many people is it worth involving? Involve the fewest
number of people that will still make a quality decision.

4 elements for putting a decision
to action:
1. Who? Assign a name to every responsibility.
2. Does What? Define the exact deliverable.
3. By When? Set deadlines.
4. How will you follow up? Set up an accountability process.
Document the above. When someone fails to deliver on a
promise, it’s time for dialogue.

How to Have Difficult Conversations

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