Mastering Crucial Conversation
Handouts
70 MINUTE SESSION BY JOHN AND TISHA NGUYEN
JTN Education Consultants | October 8, 2016
Adapted Conversation Framework
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Sounding Board Mechanism (within 24-48 hours)
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Double check alignment to desired outcome (1 or 2 days after)
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Facts versus Fiction Test (24 hours after)
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Preparation (1 to 2 days after)
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Meeting (2-3 days after)
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Evidence
Wonderings, Feelings, and Impressions
Question
Listen (Restate/Paraphrase if needed)
Solutions, Agreements and Next Steps
Follow-up (2-5 days after)
PAGE 1
Giving and Receiving Feedback: The STAR Model
Feedback:
A discussion that has three general purposes:
1. To change behavior and/or results
2. To generate new insights and learnings
3. To strengthen relationships
Feedback can be positive, constructive, and can happen in a formal or informal setting
Common Feedback Traps and Myths – Mindsets TO AVOID:
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I’m certain that I’m right
This is their fault
I must avoid saying anything to upset them
I’ve got to help them see it my way
My reality is the reality and my job is to get you to see it
Defensiveness is bad and should be avoided at all costs
This problem has nothing with me
Mistakes are crimes to be covered up, punished or both
Action
SITUATION/TASK
Results
PAGE 2
Crucial Conversations by VitalSmarts, L.C
Master Your “Clever” Stories – Tell the Rest of the Story
Victim Story:
“What am I pretending not to notice about my role in the problem?”
Villain Story:
“Why would a reasonable, rational, decent person do this?”
Helpless Story:
“What should I do right not to move toward what I really want?”
STATE Your Path
Share your Facts: “I noticed….” “Twice you……”
Tell your Story: “I’m beginning to wonder if….” “It seems to me…”
Ask for Others’ Path: “How do you see it?” “Help me understand…”
Talk Tentatively: Own your story and avoid absolutes
Encourage Testing: “Do you see it differently?”
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Role Play Directions:
Each person will take turns giving feedback, receiving feedback and
observing. You will have 20 minutes for each role play.
Set the Context (3 minutes)
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The person giving feedback explains their feedback situation
The members of the group ask clarifying questions to ensure that they are clear
Role Play (4 minutes)
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The person giving the feedback and the person receiving the feedback begin the
role play
Using the observation checklist, the observer notes evidence for the what and how
of an effective feedback conversation
Debrief (3 minutes)
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Discuss observations and reflections:
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The person giving feedback shares his/her reflections
II.
The person receiving the feedback shares his/her observations
III.
The observer shares out what he/she noted during the role play
PAGE 4
Role Play Feedback Form:
Directions: In your role as Observer, during the role play, complete the section
below for the person role playing the supervisor or giving the feedback. Be sure to
recall and utilize the information on pages 1, 2, and 3 of this packet.
Content
Things that worked well
Consider changing
Delivery
PAGE 5
Mastering The Art of Crucial Conversations Evaluation Form
Copy and paste this link in your web browser to complete the Evaluation
form: http://bit.ly/2cRCzDV
OR answer the questions below, and turn this sheet in to Tisha or John
before you leave.
Directions: Thank you for attending our session at the MENA Teacher Summit. We are
professionals who respectfully value your feedback. As a result, please take a couple
minutes to complete this form.
1. On a scale of 1 to 5, with 5 being the highest, how effective was this session?
2. How committed are you about implementing the practices learned into your
role and work?
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Very Committed
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Not Very Committed
3. If you could change one thing about the session to make it better, what would
that be?
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