《龙春东困难对话》PPT课件.ppt

1、Difficult Conversations 使困难谈话具有建设性,Laura Lin, Aug.14, 2009,1,时间安排,Check in 我们的困难谈话有哪些 认识困难对话 我们如何从困难谈话转为积极谈话 角色表演 Debrief take responsibility for making amends.,Assumption: I know what they intended. Goal: Let them know what they did was wrong.,A Battle of Messages,The “What Happened? Conversation”

2、Challenge: The situation is more complex than either person can see.,A Learning Conversation,Assumption: I know All I Need To Know To Understand What Happened Goal: Persuade them Im Right,Assumption: We have different information and perceptions; there are likely to be things we both dont know Goal:

3、 Explore each others stories:,Assumption: I know what I intended. I dont know whats going on in their head. Goal: Share the impact on me, find out what they were thinking, and my impact on them.,Assumption: We have probably both contributed to this mess. Goal: Understand the contribution system: how

4、 our actions interact to produce this result.,Adapted from “Difficult Conversations” by Douglas Stone, Bruce Patton, and Sheila Heen,27,Assumption: Im competent or incompetent, good or bad, etc. There is no in-between. Goal: Protect my all-or-nothing self-image.,A Battle of Messages,The “Feelings” C

5、onversation Challenge: The situation is emotionally charged.,A Learning Conversation,Assumption: Feelings dont matter; Wouldnt be helpful to share. (Or, my feelings are their fault and they need to hear about it.) Goal: Avoid talking about feelings. (Or letem have it!),Assumption: Feelings are at th

6、e heart of the situation. I may have to dig to understand my feelings. Goal: Address feelings (mine and theirs) without judgments. Acknowledge feelings before problem-solving.,Assumption: Neither of us is perfect. There may be a lot at stake psychologically for both of us. Goal: Understand the ident

7、ity issues on the line for each of us. Build a more complex self-image to maintain balance better.,Adapted from “Difficult Conversations” by Douglas Stone, Bruce Patton, and Sheila Heen,The “Identity” Conversation: Challenge: The situation threatens our identity,28,Douglas Stone, Bruce Patton and Sheila Heen. Copyright 1999. ISBN 0 14 02.8852 X.,Difficult Conversations,29,非命题角色表演（总时间：20分钟）,3人一组设计一场工作中遇到的困难对话。 （下属