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Having difficult conversations
Guidelines for sharing your views
- Communicate respectfully; one person should speak at a time.
- Choose words wisely, make “I” statements rather than “you” statements.
- State your observations and views, rather than what someone else has done.
- Listen actively for new information and observe the expressions of others.
- Focus on the problem; avoid judgement of the other person(s).
- Summarise the issues as joint interests that you can solve together, collaborate.
- Disclose your feelings, try not to attack, emotion is acceptable, violence is not.
- Use neutral language; avoid words and body language of sarcasm, hostility or disgust.
- Aim to be on the “same page”, enquire whether you “heard” the same message the speaker intended to “say”.
- When conflict is getting in the way of clear communication, call for a break or separate meeting, ask for time out.
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Last updated on Tuesday 30 January 2018