Effective Difficult Conversations: A Step-By-Step Guide

Effective Difficult Conversations: A Step-By-Step Guide


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Effective Difficult Conversations: A Step-By-Step Guide by Ann Darling, Catherine Soehner

In an information landscape where change is the status quo, difficult conversations come with the territory. Being a library leader means knowing how to confidently steer these conversations so that they lead to productive results instead of hurt feelings, resentment, or worse. Employees in a library will also encounter conflict, especially during times of change. Using a step-by-step process, this book walks readers through learning the skills to have effective difficult conversations that hold themselves and others accountable. Practice activities throughout the book will help readers feel prepared beforehand. After reading this book, library directors, managers, administrators, and team leaders will feel empowered to

  • proactively identify situations that require an intervention in order to avoid unnecessary complications or confrontations down the line;
  • prepare for and initiate a difficult conversation, balancing a clear message with compassion to successfully manage change or handle personnel issues;
  • diffuse volatile emotions by maintaining a calm, measured approach; and
  • follow up a difficult conversation in writing, keeping the lines of communication open to ensure a way forward.

Illustrated with real-world examples of both successful and unsuccessful difficult conversations, this book will serve as an important leadership tool for handling change and conflicts in the library workplace.

Product Details

ISBN-13: 9780838914953
Publisher: American Library Association
Publication date: 11/11/2016
Pages: 128
Sales rank: 1,285,937
Product dimensions: 6.00(w) x 9.00(h) x 0.27(d)

Table of Contents

Acknowledgments ix

Introduction xi

Chapter 1 Difficult Conversations Defined 1

Chapter 2 Getting Clear 9

Chapter 3 Gathering Resources 21

Chapter 4 Clarifying the Message 27

Chapter 5 During the Conversation 33

Chapter 6 You're Not Finished until You Write It Up 57

Chapter 7 Keep up the Good Work 69

Chapter 8 Coworkers 73

Chapter 9 A Brief Note about Change Management 85

Chapter 10 Managing Up-How to Have Difficult Conversations with Your Boss 97

Conclusion 101

References 103

Index 105

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