Difficult Conversations & Assertiveness

Difficult conversations can be:

• Dealing with personal problems

• Addressing poor performance

• Dealing with delicate situations

• All of the answers

Before having a difficult conversation, you should ask yourself:

• What's for lunch today?

• Am I the right person to hold this conversation?

• How can I get this over with quickly?

• Do I like the person I am about to speak to?

What is normally the best way to deal with a situation/problem?

• Ignore it until it goes away

• Try to nip it in the bud

• Get someone else to deal with it

• Deal with the symptoms, rather than the root cause

Failure to act promptly could lead to:

• Increased productivity

• Higher morale

• Increase your standing among the team

• Denying the employee the chance to rectify the issue/behaviour

We normally put off difficult conversations because:

• We are worried about the reprisals

• We have too much free time on our hands

• We can't be bothered

• It's too much of a hassle to bother with

Which of the following isn't one of the 5 steps in preparing to have a difficult conversation

• Establish the facts

• Get appropriate support

• Hide the relevant policies

• Plan the meeting

What skills are required for difficult conversations?

• Active listening

• Emotional Intelligence

• Control of emotions

• Assertiveness

Which of the following are components in emotional intelligence?

• Self-Awareness

• Relationship Management

• Social Awareness

• Self-Management

What would be a good way to handle a defensive reaction?

• Take the person to the floor

• Escalate the conflict into a shouting match

• Acknowledge difficulties & show empathy to situation

• Talk over the other person

Which is one of the correct benefits of being assertive?

• Collaborative problem solving & creative solutions

• Being the "big boss on the hoss"

• Destroying the other person's confidence

• Greater sense of self importance