There is one more thing to do before you actually have that high-stakes, emotional conversation: ensure you make it safe. Whatever “safety” means to you, there are multiple perspectives to consider, which are all addressed in this episode. This episode is part of our series on “Crucial Conversations.” The first episode is at this link. We would love your questions …
Are you manipulating customers or loving them?
Roleplaying. If it doesn’t make you think of Dungeons & Dragons … it possibly gives you work jitters. Roleplaying is one of the best ways to “wrestle and grow” your communication skills. But it is certainly a wrestle, especially if you have an audience. I recently assessed employees who role-played some customer service scenarios with professional actors. It was a …
Podcast 111 – Crucial Conversations: Master your story
Have you ever had an argument that turned out to be just a misunderstanding? If you’re going to have a high-stakes, emotionally charged conversation, you need to look hard at the story you are telling yourself. Learn more about this powerful and challenging exercise. This episode is part of our series on “Crucial Conversations.” The first episode is at this …
How car dealerships look from the outside
I recently posted about “the end of car dealerships.” Consider this part 2: Wired recently published “The Incredible Shrinking Car Dealership.” First off, this is a good look for anybody outside automotive retail at the pressures going on within the dealership model. And for those inside, this is a good look at how you are perceived. Second off, I’ve been …
Podcast 110 – Crucial Conversations: Learn to look
In preparing for a high-stakes, emotionally charged conversation where there will be opposing views … you better learn to look. Mainly at yourself. Tips on how to do so in this episode. This episode is part of our series on “Crucial Conversations.” The first episode is at this link. We would love your questions and comments for future episodes: Email …
The humility it takes to be a leader
The New York Times has a daily email briefing called The Morning that is pretty darn good. I don’t always agree with the editorializing, but it explains the reasoning behind why certain stories are in the news or on the Times’s radar. Here is one story I suspect we will all agree on: “The power of humility.” Using the N.F.L. …
Podcast 109 – Crucial Conversations: Start with the heart
When you identify a high-stakes, emotional issue with strongly opposing views … how quickly do you discuss it? Or do you resort to “silence or violence?” As promised last episode, welcome to our series on how to have difficult conversations. We are using the excellent “Crucial Conversations” as our inspiration. Whether you have to tell somebody they smell bad, discuss a …
Podcast 108: The eight things that hinder your coaching
Mike and Mark talk through how to handle eight common things recent research revealed as roadblocks to coaching in an organization. No. 2 on the list is an excellent example of why we are so excited for our coming series on how to have difficult conversations. Listen in for a preview of this universal issue. We would love your questions …
Collaborating … or just meeting? Empowering … or just coaching?
You know how we all joke about talking about something and having it show up as an ad on our phones? It’s creepy how it feels like we’re being watched. (Just kidding, you’re great Mr. Zuckerburg and Mr. Bezos!) Anyway, I had that feeling with email today. Two articles hit my inbox that are replies to conversations I’m having with …
Podcast 102: Clarity is kindness.
Our third statement on building a culture that honors results and relationship: Clarity is kindness. It unlocks productivity. It is at the core of behavioral change programs. It’s biblical. Easy to understand, hard to do! We would love your questions and comments for future episodes: Email Mike and Mark. Listen here … subscribe on Spotify, Amazon or Apple … or view …