NLP Final - Crucial Conversations
Crucial Conversations Triangle - answer Opposing opinions
High Stakes
Strong Emotions
Top 5 Common Crucial Conversations - answer1.Politics
2.Conflict with other departments about strategy, plans, or resources
3.Saying No
4. Lack of resources to complete projects
5. Struggling to foster an inclusive and diverse workplace
Silence to Verbal Violence - answer Silence - saying yes, withhold valuable insights
Verbal violence - control or interrupt, lash out, become insulting to compel others to our
point of view
Both of these strain our relationships and our results
What lies in-between Silence and Verbal Violence - answerDialogue
What does Dialogue bring - answersafety, better decisions, buy-in and unity
CPR (types of crucial conversations) - answerContent - immediate pain or instance of a
problem, one mistake is to talk about content when it isn't the issue anymore
Pattern - issues typically start with a pattern (its been going on for a while)
Relationship - a concern that is changing the way you relate to the other person (trust,
dismissiveness, respect)
You've recently been assigned an additional resource to your project team. You've
worked with this person in the past, but they haven't been too reliable. You'd give them
an assignment, they would agree to do it and say they were on track when you'd check
in with them, but then they'd miss the due date on their deliverables. You dread having
to talk to them because they're a likeable person. You even go to lunch with them a few
times a week. They are also pretty funny and often use humor to get out of
conversations they find uncomfortable (especially negative performance feedback).
They've just missed their latest deadline and are trying to joke their way out of it over
email.
A. About the most recent deadline they missed
B. About ongoing missed deadlines
C. About how you don't feel like you can talk to them about tough issues because they
constantly joke when you bring anything up
D. About how they didn't invite yo - answerC.
, 2. A week ago, your team discussed the tough, boring, and repetitive jobs (e.g.,
cleaning up, monthly inventory count, etc.). Since nobody likes these jobs, you decided
as a team to take turns. One of your peers signed up for Wednesday of this week but
didn't follow through. This is the first time it's happened. You don't want things like this
to become a habit, so you've decided to speak to this coworker.
What is the right conversation to have with them?
A. About the lack of trust you are developing in them
B. About the pattern you are seeing
C. About the single episode of missing the jobs - answerC.
Your boss often asks you to produce complex reports for them. They're not asking you
because it's part of your job but because you have some background in databases and
know how to work with your system. To make matters worse, it's often a last-minute
request that takes you away from other priorities. They've just asked for a "special," last-
minute report that is very time-consuming to produce. Worse, your boss is requiring it by
3:00 p.m. today (a time frame that's way too condensed). To top it off, you don't believe
it will provide them with the information they need. But it's your boss, so you should just
do it—right?
What is the right conversation to have with them?
A. About the concerns you have with their most recent request
B. About their ongoing last-minute requests
C. About the fact that you are doing a lot of work that's not your role
D. About how you don't feel comfortable telling them your real concerns - answerD.
Path to Action - answerSee and Hear -> tell a story -> feelings -> actions
Facts vs. Stories
Facts - answerActual Occurrences that can be proven through observation or
measurement
Facts vs Stories
Stories - answerJudgements, conclusions, and attributions we makes from the facts
"The presentation is boring."
From the list below, choose all the options that are facts.
A. It's wasn't engaging.
B. It lasted twenty-five minutes longer than agreed upon.
C. You shared the same examples multiple times.
D. It dragged on.
E. It didn't connect with the audience. - answerB and C
Crucial Conversations Triangle - answer Opposing opinions
High Stakes
Strong Emotions
Top 5 Common Crucial Conversations - answer1.Politics
2.Conflict with other departments about strategy, plans, or resources
3.Saying No
4. Lack of resources to complete projects
5. Struggling to foster an inclusive and diverse workplace
Silence to Verbal Violence - answer Silence - saying yes, withhold valuable insights
Verbal violence - control or interrupt, lash out, become insulting to compel others to our
point of view
Both of these strain our relationships and our results
What lies in-between Silence and Verbal Violence - answerDialogue
What does Dialogue bring - answersafety, better decisions, buy-in and unity
CPR (types of crucial conversations) - answerContent - immediate pain or instance of a
problem, one mistake is to talk about content when it isn't the issue anymore
Pattern - issues typically start with a pattern (its been going on for a while)
Relationship - a concern that is changing the way you relate to the other person (trust,
dismissiveness, respect)
You've recently been assigned an additional resource to your project team. You've
worked with this person in the past, but they haven't been too reliable. You'd give them
an assignment, they would agree to do it and say they were on track when you'd check
in with them, but then they'd miss the due date on their deliverables. You dread having
to talk to them because they're a likeable person. You even go to lunch with them a few
times a week. They are also pretty funny and often use humor to get out of
conversations they find uncomfortable (especially negative performance feedback).
They've just missed their latest deadline and are trying to joke their way out of it over
email.
A. About the most recent deadline they missed
B. About ongoing missed deadlines
C. About how you don't feel like you can talk to them about tough issues because they
constantly joke when you bring anything up
D. About how they didn't invite yo - answerC.
, 2. A week ago, your team discussed the tough, boring, and repetitive jobs (e.g.,
cleaning up, monthly inventory count, etc.). Since nobody likes these jobs, you decided
as a team to take turns. One of your peers signed up for Wednesday of this week but
didn't follow through. This is the first time it's happened. You don't want things like this
to become a habit, so you've decided to speak to this coworker.
What is the right conversation to have with them?
A. About the lack of trust you are developing in them
B. About the pattern you are seeing
C. About the single episode of missing the jobs - answerC.
Your boss often asks you to produce complex reports for them. They're not asking you
because it's part of your job but because you have some background in databases and
know how to work with your system. To make matters worse, it's often a last-minute
request that takes you away from other priorities. They've just asked for a "special," last-
minute report that is very time-consuming to produce. Worse, your boss is requiring it by
3:00 p.m. today (a time frame that's way too condensed). To top it off, you don't believe
it will provide them with the information they need. But it's your boss, so you should just
do it—right?
What is the right conversation to have with them?
A. About the concerns you have with their most recent request
B. About their ongoing last-minute requests
C. About the fact that you are doing a lot of work that's not your role
D. About how you don't feel comfortable telling them your real concerns - answerD.
Path to Action - answerSee and Hear -> tell a story -> feelings -> actions
Facts vs. Stories
Facts - answerActual Occurrences that can be proven through observation or
measurement
Facts vs Stories
Stories - answerJudgements, conclusions, and attributions we makes from the facts
"The presentation is boring."
From the list below, choose all the options that are facts.
A. It's wasn't engaging.
B. It lasted twenty-five minutes longer than agreed upon.
C. You shared the same examples multiple times.
D. It dragged on.
E. It didn't connect with the audience. - answerB and C
