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raise your leader quotient LeaderLounge™
lead, think, align, communicate, influence, coach, strategize, deliver, ignite (passion)
AgendaOverview
Crucial Conversations Book Summary
Case Studies
- Kimberly Macaulay @ Fresh Tracks Canada
- Matt Corker @ Lululemon
Q & A
Networking
LEER LUNG #LeaderLounge
#LeaderLounge@smartsavvy
Best Tweet.
People are the plan.™
> Leadership Quotient
When a leader gets better, ALL of Vancouver benefits.
> Influence Quotient
Leaders are Readers
Team GeniusVancouver – Jan 27th
Leaders are Learners
Facilitate like a boss. with Kevan Gilbert. Feb 24th
My Team is Better Than YoursMarch 23rd
Jaylene Crick
PrincipalSmart, Savvy + Associates
@smavvyjay
• OPINIONS VARY
What’s a crucial conversation?
• Opinions vary• STAKES ARE HIGH
What’s a crucial conversation?
• Opinions vary• Stakes are high• EMOTIONS RUN
STRONG
What’s a crucial conversation?
What are some crucial conversations you can think of, or ones you’ve had?
25years
20,000people
Mastering Crucial Conversation
30X
“Speak when you are angry and you will make the best speech you will
ever regret.”
-Ambrose Bierce
Work on Me First
Work on me first‘US’ second.
on what you really want.
Refuse the Fool’s Choice
Look beneath the surface. Scuba vs. Snorkel
Learn to Look
Silence• Masking• Avoiding• Withdrawing
Violence• Controlling• Labelling• Attacking
What’s your style under stress? What’s your style under stress?
Make it safe.
Safety Conditions1. Mutual Purpose
Safety Conditions1. Mutual Purpose2. Mutual Respect
Apologize when appropriate
2. Contrast to Fix Misunderstanding
Contrast to fix misunderstanding
3. Create a Mutual Purpose
CREATE a mutual purpose.
Commit to seek mutual purposeRecognize whyInvent mutual purposeBrainstorm new strategies
Master your stories.
Stories create feelings.
Retrace your path
1. Notice your behaviour.
2. Get in touch with your feelings.
3. Analyze your stories.4. Get back to the facts.
Beware the “Clever” Stories
Beware of clever stories.
1. Victim2. Villain3. Helpless
Beware the “Clever” Stories
Why do we tell clever stories?
Tell the rest of your story.
Tell the rest of your story
Victims => ActorsVillains => HumansHelpless => Able
STATE your path.
Share your facts.Tell your story.Ask for others’ paths.Talk tentatively.Encourage testing.
Explore other’s paths.
“One of the best ways to persuade others is with your ears—by listening to them.”
—Dean Rusk
1. Ask2. Mirror3. Paraphrase4. Prime
1. Agree2. Build 3. Compare
Dialogue is not decision making.
• Who cares?• Who knows? • Who must agree?• How many people is
it worth involving?
Putting it all together.
Kimberly MacAulay
Chief Experience Officer (CXO)
@kimberly_mac11
Matt Corker
Product Operations ManagerLululemon
@mattcorker
Full Disclosurea lululemon athletica case study
@matt_corker
17% $12m $60m
core value: quality
new fabric launch
May 31Mar 18 23 Apr 3
2 weeks
74 days
proud moments & … oops!
safety > mutual purpose > apology building the communication channels to dismantle stories
and create new distinctions decision makers in place with a process
quality education ≠ happy guests old beliefs systems left unidentified
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