Critical conversations for dummies 1st Edition by Christina Tangora Schlachter ISBN 1118502493 9781118502495

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ISBN 10: 1118502493 
ISBN 13: 9781118502495
Author: Christina Tangora Schlachter

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.

Critical conversations for dummies 1st Table of contents:

Part I: The Anatomy of a Critical Conversation
Chapter 1: Let’s Get Critical! Making Conversations Count
Discovering the What, When, Who, and Where of Critical Conversations
Making the Effort: Benefits of Critical Conversations Done Right
The Golden Rule of Critical Conversations: Be Genuine
Grasping the Art and Science of Critical Conversations
Getting an EDGE on Critical Conversations
Critical Conversations Are Everywhere
Chapter 2: The Ins and Outs of a Critical Conversation
It’s Not Just Words: Critical Conversations Matter
Finding Out What Makes Conversations Critical
It’s Not Easy! Why Critical Conversations Are So Hard
Avoiding Common Communication Pitfalls
Chapter 3: Critical Conversations: Key Elements to Get You Started
Playing the Right Role
Setting Up for Success
Kicking Off the Conversation with Ease
Chapter 4: Delivering the Message with Impact
Examining Perspectives and Acknowledging Other Perceptions
Deciding on Options to Move Forward
Gain Commitment to get a Move On: Who Does What by When?
Evaluating the Impact
Chapter 5: Knowing When It’s Time to Have a Critical Conversation
Your Indicator Light Is Flashing!
Overdue Notice: Time for a Critical Conversation
Multiple Issues: Handling the Snowball Effect
Part II: Making Sense of How You Communicate
Chapter 6: Building Effective Verbal Communication Techniques
Great Communicators Are Made, Not Born
Verbal Communication: When Words Matter Most
Cooperative Language: Verbal Communication at Its Finest
Chapter 7: Grasping Nonverbal Cues
Noting Nonverbal Techniques that Speak Volumes
Becoming an Expert in Active Listening
Chapter 8: Working with Different Communication Styles
Taking On Direct and Passive Communication Styles
Saying Yes to Assertiveness
Knowing Your Communication Style
Sharpening Your Communication Style
Part III: Getting Down to Specifics: Creating a Critical Conversation
Chapter 9: Here’s the Warm-Up: Getting Yourself Ready
Avoiding Pitfalls through Preparation
Being Physically Prepared
Being Emotionally Prepared
Starting on the Right Track: Rapport and Trust
Chapter 10: Keeping Challenging Situations Productive
Righting a Wrong
Keeping Tough Discussions Encouraging
Dealing with Resistance
Gaining Focus When Conversations Go Off Track
Chapter 11: Closing the Conversation with Ease
Making the Case for Closure
Creating Powerful Action Plans
Following Through for Success
Part IV: Putting It All into Practice
Chapter 12: Conversations in Good Times
Using Critical Conversation Tools to Hire and Develop Superstars
Coaching with Critical Conversations
Making Everyday Conversations Count
Opening Your Culture to Conversation
Chapter 13: Conversations in Bad Times
Preparing for a Performance Conversation
Having Conversations When Performance Is Suffering
Turning Poor Performers into Productive Performers
Firing Employees with Compassion
Keeping It Close to the Chest: Confidentiality Is Critical
Chapter 14: Dealing with Staff Disputes
Getting Results When Employees Aren’t Getting Along
Getting Expert Tactics for Handling Staff Disputes
Resolving the Five Biggest Staff Disputes
Chapter 15: Identifying and Working through Workplace Complaints
Addressing Workplace Complaints
Using Critical Conversations When an Issue Is Raised
Digging into Workplace Complaints
Bringing in a Mediator
Moving Forward after Tough Workplace Conversations
Chapter 16: Resolving Difficult Behaviors with Critical Conversations
Defining Difficult Behaviors
Keying in on Difficult Behaviors
Using a Critical Conversation to Turn Around Difficult Behaviors
Building a Toolbox: Action Plans for Difficult Behaviors
Finding the Words for Special Circumstances
Stepping in When Bad Behavior Becomes a Pattern
Chapter 17: Customer Conversations
Helping Customer Relationships
Providing Exceptional Customer Service
Handling a Customer Who Crosses the Line
Delivering Bad News to Clients
Keeping Your Customers
Chapter 18: Hot Topics in Team Conversations
Creating a Productive Team
Improving Team Behavior
Part V: The Part of Tens
Chapter 19: Ten Benefits of Leading a Critical Conversation
Increasing Leadership Potential
Maintaining Confidence throughout Tough Situations
Influencing without Overpowering
Developing Healthy Work Relationships
Focusing on Teamwork
Making Work Easier
Developing Rapport Quickly
Becoming a Better Coach
Encouraging Different Ideas
Managing Conflict Like a Pro
Chapter 20: Ten Ways to Keep Your Cool When No One Else Is
Taking a Breath and a Break
Getting a Move On
Expressing Your Emotions
Asking for Help
Stating the Obvious
Finding the Positive
Keeping the Problem in Perspective
Knowing When to Walk Away
Keeping Forward Movement
Staying Flexible
Chapter 21: Ten Ways to Manage a Conversation That’s Going South
Dealing with Texting, Typing, and Checking Messages
Meeting the Timekeeper
Wording: Me-versus-You Language
Checking Body Language
Observing When the Talker becomes Silent
Getting Defensive
Handling the Situation When the Offense Strikes Back
Ending the Blame Game
Keeping Agreements in Tact

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