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Engaging Delivery
- Observe
"before and after" situations in more than 100 video
clips
- Enjoy video-based
instruction from the authors of Crucial Confrontations:
Tools for Resolving Broken Promises, Violated
Expectations, and Bad Behavior
- Engage in
role-play scenarios to explore and master critical
skills
Participant Materials
- Practice
course skills and track assignments with 225-page
participant toolkit
- Use cue
cards and posters to remember key concepts
- Continue
your training experience with free resources and useful
reminders
- Follow-up
resources to keep the training alive and ensure
transference and retention
Course Outline
Introduction
You'll Learn:
- What to do before a
crucial confrontation
- What are
crucial confrontations and what are the costs of
mishandling them?
- How chronic
problems are affecting you and your organization
1 Choose What and If
You'll Learn:
- How to know what crucial
confrontation to hold and if you should hold it
- How to watch
for signs that indicate you're not dealing with the
right problem
- How to avoid
revisiting old problems while missing the real and
bigger ones
- Why people
don't talk when they should
2
Master My Stories
You'll Learn:
- How to get
your head right before opening your mouth
- The cost of
becoming emotional and charging into a confrontation
unprepared
- How to
prepare for the "Hazardous Half Minute"
- How you
generate your own unhealthy feelings and how to generate
new ones
- The meaning
and implications of "The Fundamental Attribution Error"
- How to
expand your ability to diagnose the causes behind all
broken promises
3 Describe the Gap
You'll Learn:
- How to start
a crucial confrontation
- The most
common errors people make when first bringing up a
problem
- How to talk
about almost anything with almost anybody
- How to
establish safety
- The
definition of a "gap" - what was expected versus what
was observed
- How to
diagnose and create safety by ending with a question
4 Make it Motivating
You'll Learn:
- How to help
others want to take action
- How we tend
to either abuse or covet power
- How to
influence another person to change his/her behavior
- The role of
clarifying who does what by when - accountability
5 Make
it Easy
You'll
Learn:
- How to make
keeping commitments (almost) painless
- How to
remove all ability barriers
- Separating
motivation from ability without mixing one with the
other
- The most
common problems when trying to jointly remove ability
barriers
6 Stay
Focused and Flexible
You'll Learn:
- What to do
when others get sidetracked, scream, or sulk
- How to
maintain flexibility when the other person raises new
issues
- How not to
get sidetracked or stuck on the wrong issue
- When and how
to be focused (stay on track) and flexible (move to the
new problem)
- How to
identify new problems and decide if they're worth
dealing with
- How to
restore safety when the other person moves to silence or
violence
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All materials
related to
Crucial ConfrontationsTM
are
derived from the copyrighted works of
VitalSmarts,
L.C. The Duncan
Company is an authorized and licensed associate of VitalSmarts.
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Phone
us at 816-415-1605, or email us at
info@DuncanWorldwide.com 
