How to Effectively Handle Difficult Conversations. Using the GROW Model. This is a narrated Power Point! Click the speaker button on the top right corner, then click the play button on each page to listen!. Before the conversation:. - PowerPoint PPT Presentation
How to Appropriately Handle Difficult Conversations
How to Effectively HandleDifficult Conversations Using the GROW
Model
This is a narrated Power Point! Click the speaker button on the
top right corner, then click the play button on each page to
listen!Remember to take yourself out of the spotlight. This
conversation is not about you. It is about your staff.
Plan out the conversation. Prepare notes to keep yourself on
task regarding the topic you wish to address.
Be a good listener. Be non-judgmental and direct.Before the
conversation:
Ask the staff when they are available to meet.
Schedule time with them and stick to your appointment. Show them
that their time is a priority just as your time is. Before the
conversation:
Do not talk about yourselfDo not use putdownsDo not be
reactiveList of Do not's(not doughnuts) :
Let the staff know what you are both there to discuss.
Let them know what you are hoping to get out of the conversation
(goals of the conversation).
Let the staff know the consequences of not being able to
determine or reach goals after the conversation. Be honest.Lets
start talking:
Ask the staff what has been happening? Listen without
interjecting.Ask them what they have tried so far and what the
results of their efforts were.Ask them what obstacles stand in
their way or others ways to achieving their goals.Ask them if their
goal is realistic.Review previous questions if the goal is
unrealistic.Staffs turn:
If the staff could describe fantasyland regarding the issue,
what would that look like?Encourage the staff to come up with as
many options as possible.Ask the staff if they would like you to
make suggestions, but only if they have had ample opportunity to
think of options.Ask them, if they were to use one of their
options, how would they go about it.Now lets have a back and forth
conversation:
Ask the staff if they are interested enough in their option to
move forward.Ask them how they will go about it.Ask what barriers/
obstacles they anticipate might get in their way.Ask how they plan
on overcoming these.Ask them what they plan on doing and by when.
Moving forward:
Do not just trust that staff will now have the knowledge and
tools to move forward without support.
Schedule a future date to meet with them to review progress/
barriers.Follow-up
Poor example:
Good Example:Example
VIDEOS:http://youtu.be/6qi-_bUbp10http://youtu.be/iDH9ICwQJCc
G- Goal What is the goal of the conversation?What are the
consequences if the goal isn't reached?R-RealityWhat has been
happening?What have the staff tried so far?What were the obstacles
for you?Is the Goal realistic?G.R.O.W. PROCESS
O-OptionsIf you could do anything , what might you do?Would you
like suggestions from me?Do any of these ideas interest you enough
to explore further?If you were to do this, how might you go about
it?W- Way ForwardHow will you go about it? What might get in the
way?What is the next step?
G.R.O.W. Process continued
G.R.O.W. Process continued
Way Forward.
Let us know!
Amanda Muldoon (FSS Manager): [email protected] Radder
(Day Services PC): [email protected] Costner (Budgeting
Manager): [email protected] Delk (SEMP Manager):
[email protected] Milbrand (IRA PC):
[email protected] Welsted (Site Manager):
[email protected]
Questions?
