Facilitating Difficult Conversations
summary
Techniques for facilitating difficult workplace conversations, focused on simple and bold facilitation methods that also promote learning. Targets Agile contexts and organizational agility, presented from the perspective of an Agile Coach/Organizational Agility Manager (PagSeguro).
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chapters (20)
- 0:00Introduction
- 1:37What are difficult conversations
- 3:04Conflicts need no consensus
- 4:08Grenade metaphor in conflicts
- 5:10Preparing for tough talks
- 6:11Three dialogues in conflicts
- 7:35Handling others' feelings
- 8:39Identity dialogue in conflicts
- 9:45Neuroscience of conflicts
- 10:50Fight or flight response
- 14:21Trust issues and fear of conflict
- 16:48Productive team conflicts
- 18:36Empathy in facilitation
- 22:32Judgment-free observation
- 23:37Nonviolent communication
- 25:46Four CNV steps
- 28:56Mediation script
- 33:08Starting the tough talk
- 35:12Closing with action plan
- 36:36Q&A
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