Build Your Management
Self-Assessment Exercise: What is
Your Communication Style Under
Stress: is a behavioral, physical
or psychological response to
Stress is not merely nervous
Stress can have positive
Stress is not something to be
The absence of stress is death.
Seven Dialogue Skills For
Success in Crucial Conversations
1. Start with the heart
2. Learn to look
3. Make it safe
4. Master my stories
Seven Dialogue Skills
5. STATE my path
• Share your facts
• Tell your story
• Ask for others’ paths
• Talk tentatively
• Encourage testing
6. Explore others’ paths
7. Move to action
Learning Objectives: Part A
1. To assess students’
communication style under
2. To identify the pros and cons
of using various
Instructions: Part A
1. Complete the assessment. Print
and read your results.
2. Individually determine outcomes of
your style(s) and specific ways you
can improve your communication
style under stress.
3. Break into groups.
4. Share your individual reasoning
and receive feedback.
Six Less Than Perfect Strategies of
Handling Crucial Conversations
Masking consists of understating Controlling consists of coercing others to
or selectively showing our your way of thinking. It’s done through
true opinions. Sarcasm, either forcing your views on others or
sugarcoating, and couching dominating the conversation. Methods
are some of the more include cutting others off, overstating
popular forms. your facts, speaking in absolutes,
changing subjects, or using directive
questions to control the conversation.
Avoiding involves steering Labeling is putting a label on people or
completely away from ideas so we can dismiss them under a
sensitive subjects. We talk, general stereotype or category.
but without addressing the
Withdrawing means pulling out Attacking speaks for itself. You’ve moved
of a conversation altogether. from winning the argument to making
We either exit the the person suffer. Tactics include
conversation or exit the belittling and threatening.
Learning Objectives: Part B
1. To further students’
communication styles under
stress through role-play.
Instructions: Part B
1. Break into groups of 3.
2. Read roles.
3. Take turns acting out roles with
one team member as the observer.
4. After five minutes of role play,
observer shares his or her
observations with fellow group
5. Change roles and repeat the