Effective Difficult Conversations

by Catherine B. Soehner, Ann Darling

Overview

Libraries are experiencing more change than ever before. Conflict is bound to happen during any change process, whether the change is organization-wide or involves a single individual. Additionally, librarians often take leadership positions without the necessary preparation to lead change and many new professionals are unwilling to consider leadership in their institutions because they know that such positions require conducting difficult conversations. The ability to hold an effective difficult conversation is one of the key skills of a successful leader especially in this time of rapid change. Holding an effective difficult conversation is tricky. The emotions of the people involved can be unpredictable and balancing a clear message with compassion takes planning and perseverance. Most importantly, following up a difficult conversation with a written description of the agreements reached during the conversation is imperative for moving forward. This book will provide readers with a step-by-step process to gain the skills needed to have effective difficult conversations that hold themselves and others accountable. Activities throughout the book will encourage practicing skills to learn the concepts in more depth prior to an actual conversation.

After reading this book, readers will be able to:

• Identify conversations that need their intervention in order to avoid unnecessary conversations.
• Successfully prepare for and implement a difficult conversation in order to effectively manage change and handle personnel issues.
• Understand the importance of follow up in order to effect change and hold employees accountable.
• Improve their ability to handle conflicts in the workplace.

Product Details

ISBN-13:	9780838914953
Publisher:	American Library Association
Publication date:	01/01/2017
Edition description:	New Edition
Pages:	128
Product dimensions:	6.00(w) x 9.00(h) x 0.40(d)

About the Author

Ann Darling is the assistant vice president of undergraduate studies, and an associate professor in the Communication Department at the University of Utah. She has been in leadership positions in higher education since 1996. Together, they have provided presentations on “effective difficult conversations” as part of the University of Utah Leadership Development Program since March 2013. The success of their presentation broadened their reach across campus and they began providing the same presentation for the Health Sciences Leadership Development Program for a total of four presentations each year.

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

Editorial Reviews

06/01/2017
In personal and workplace communications, what we say and how we say it makes all the difference between a successful or a disastrous interaction. In this slim volume, Soehner (librarian, Univ. of Utah) and Darling (assistant vice president undergraduate studies, Univ. of Utah) pay particular attention to the difficult conversations we all encounter in the course of our work lives. Whether it's asking the boss to explain a low merit rating, telling an employee to take personal phone calls outside the office area, or following up with a colleague about missed deadlines and meetings, these conversations are never fun or easy. However, with adequate preparation and delivery, they can be effective, with both parties feeling heard and a desirable outcome achieved. Each of the ten chapters provides practical and relevant advice for employees and employers who may find themselves engaged in a difficult work-related conversation. VERDICT With numerous examples, options, and activities that focus specifically on libraries and higher education, this book is recommended for any academic librarian or administrator in a supervisory role.—Linda Frederiksen, Washington State Univ. Lib., Vancouver

Library Journal

11/01/2017
In personal and workplace communications, what we say and how we say it makes all the difference between a successful or a disastrous interaction. In this slim volume, Soehner (librarian, University of Utah) and Darling (assistant vice president, undergraduate studies, University of Utah) pay particular attention to the difficult conversations we all encounter in the course of our work lives. Whether it's asking the boss to explain a low merit rating, telling an employee to take personal phone calls outside the office area, or following up with a colleague about missed deadlines and meetings, these conversations are never fun or easy. However, with adequate preparation and delivery, they can be effective, with both parties feeling heard and a desirable outcome achieved. Each of the 10 chapters provides practical and relevant advice for employees and employers who may find themselves engaged in a difficult work-related conversation. VERDICT With numerous examples, options, and activities that focus specifically on libraries and higher education, this book is recommended for any academic librarian or administrator in a supervisory role.—Linda Frederiksen, Washington State University Library, Vancouver

School Library Journal