Critical Conversations For Dummies

The easy way to communicate best when it matters most Most people are aware of the importance of handling critical conversations well. However, when it comes down to actually being in a difficult situation that calls for key communication skills, many do not know how to practically apply their own thoughts. Critical Conversations For Dummies is a step-by-step reference for the variety of crucial conversations life presents in the workforce. It's packed with strategies for preparing for high-stakes situations; being persuasive (not abrasive); knowing the value of assertive communication; resolving failed promises and missed deadlines; maintaining morale when firing staff; getting new employees off on the right foot; managing staff relations and strengthening team relationships; understanding audience needs and motivations to get positive results; altering confrontational language to cooperative language during difficult conversations; and building relationships in the face of conflict. Improve communication skills in crucial conversations Avoid common pitfalls and emotional tendencies Discover the benefits of success in crucial conversations This book is especially relevant to the hundreds of thousands of leaders who are tasked with multiple duties, whether addressing complex problems from stakeholders or achieving exceptional results from staff.

The easy way to communicate best when it matters mostMost people are aware of the importance of handling critical conversations well. However, when it comes down to actually being in a difficult situation that calls for key communication skills, many do not know how to practically apply their own thoughts.Critical Conversations For Dummies is a step-by-step reference for the variety of crucial conversations life presents in the workforce. It's packed with strategies for preparing for high-stakes situations; being persuasive (not abrasive); knowing the value of assertive communication; resolving failed promises and missed deadlines; maintaining morale when firing staff; getting new employees off on the right foot; managing staff relations and strengthening team relationships; understanding audience needs and motivations to get positive results; altering confrontational language to cooperative language during difficult conversations; and building relationships in the face of conflict.* Improve communication skills in crucial conversations* Avoid common pitfalls and emotional tendencies* Discover the benefits of success in crucial conversationsThis book is especially relevant to the hundreds of thousands of leaders who are tasked with multiple duties, whether addressing complex problems from stakeholders or achieving exceptional results from staff.

Introduction 1Part I: The Anatomy of a Critical Conversation 7Chapter 1: Let's Get Critical! Making Conversations Count9Chapter 2: The Ins and Outs of a CriticalConversation 23Chapter 3: Critical Conversations: Key Elements to Get YouStarted 43Chapter 4: Delivering the Message with Impact 57Chapter 5: Knowing When It's Time to Have a CriticalConversation 69Part II: Making Sense of How You Communicate 83Chapter 6: Building Effective Verbal CommunicationTechniques 85Chapter 7: Grasping Nonverbal Cues 99Chapter 8: Working with Different CommunicationStyles 113Part III: Getting Down to Specifics: Creating a CriticalConversation 127Chapter 9: Here's the Warm-Up: Getting YourselfReady 129Chapter 10: Keeping Challenging SituationsProductive 143Chapter 11: Closing the Conversation with Ease 159Part IV: Putting It All into Practice 169Chapter 12: Conversations in Good Times 171Chapter 13: Conversations in Bad Times 185Chapter 14: Dealing with Staff Disputes 199Chapter 15: Identifying and Working through Workplace Complaints215Chapter 16: Resolving Difficult Behaviors with CriticalConversations 231Chapter 17: Customer Conversations 249Chapter 18: Hot Topics in Team Conversations 263Part V: The Part of Tens 273Chapter 19: Ten Benefits of Leading a CriticalConversation 275Chapter 20: Ten Ways to Keep Your Cool No One ElseIs 283Chapter 21: Ten Ways to Manage a Conversation That's GoingSouth 291Index 299