My personal three steps to deal with confrontation

Three steps to deal with confrontation:

1. Seek common ground. Is there anything I can agree upon? Seek to understand then to be understood;
2. Is this the right communication channel to express different opinions (right timing? right place? right person?)?
3. Can I express my thoughts from an objective angle and with a loving heart? Clearly separate opinions from facts.

Important tips to keep in mind:

Quick to listen (not just hear), slow to speak;
Check my ego at the door before engaging in any conversation;
Control emotions instead of being controlled;
Use emotional expression to add value instead of destroying value (to be constructive instead of destructive).
If unsure what to say, then just listen and keep quiet (use eye contact or take notes, show respect).

所有跟帖： 

• You must have kept "crucial conversation" in heart by now. -Cathy_Bay- ♀ (90 bytes) () 04/23/2010 postreply 07:38:12

• never had the chance to read this book, but these are -难得小马甲- ♂ (251 bytes) () 04/23/2010 postreply 18:07:50

• Very nice posting! -Guendawen- ♀ (84 bytes) () 04/23/2010 postreply 09:05:43

• Thanks! -难得小马甲- ♂ (0 bytes) () 04/23/2010 postreply 18:09:43

• 收藏了。谢谢！ -驴驴- ♀ (0 bytes) () 04/23/2010 postreply 09:22:48

• thanks! -难得小马甲- ♂ (0 bytes) () 04/23/2010 postreply 18:09:58

• Good boy! -林依- ♀ (0 bytes) () 04/23/2010 postreply 11:25:28

• thanks... -难得小马甲- ♂ (0 bytes) () 04/23/2010 postreply 18:11:18