![]() ![]() ![]() Remember that the only person you can directly control is yourself.Here’s how people who are skilled at dialogue stay focused on their goals - particularly when the going get tough. When adrenaline does our thinking for us, our motives flow with the chemical tide. Our motives usually change without any conscious thought on our part. If you can’t get yourself right, you’ll have a hard time getting dialogue right. Speak when you are angry and you will make the best speech you will ever regret – Ambrose Bierce How to Stay Focused on What You Really Want. (22)Īt the core of every successful conversation lies the free flow of relevant information. The mistake most of us make in our crucial conversations is we believe that we have to choose between telling the truth and keeping a friend. Our lives begin to end the day we become silent about things that matter. (13) Ch.2: Mastering Crucial Conversations. And that requires Crucial Conversations skills. The key to real change lies not in implementing a new process, but in getting people to hold one another accountable to the process. That’s because the real problem never was in the process, system, or structure - it was in employee behavior. | Our research shows that these types of nonhuman changes fail more often than they succeed. When teams aren’t cooperating, they restructure. Or when productivity flags, they tweak their performance management system. So when their software product doesn’t ship on time, they benchmark others’ development processes. They think that organizational productivity and performance are simply about policies, processes, structures, or systems. Twenty years of research involving more than 100,000 people reveals that the key skill of effective leaders, teammates, parents, and loved ones is the capacity to skillfully address emotionally and politically risky issues. (1)Īt the heart of almost all chronic problems in our organizations, our teams, and our relationships lie crucial conversations - ones that we’re either not holding or not holding well. They’re the day-to-day conversations that affect your life. The crucial conversations we’re referring to are interactions that happen to everyone. The single biggest problem in communication is the illusion that it has taken place. (xiii) Ch.1: What’s a Crucial Conversation? And Who Cares? We suggested that dramatic improvements in organizational performance were possible if people learned the skills routinely practiced by those who have found a way to master these high-stakes, “crucial” moments. We argued that the root cause of many - if not most - human problems lies in how people behave when others disagree with them about high-stakes, emotional issues. Most breakthroughs in life truly are “break-withs.” – Stephen Covey PREFACE Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler. ![]()
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