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Sheila Heen on Difficult Conversations
Section 1: Introduction to the Course
Pre-Course Survey
Introduction from Sheila Heen (0:55)
Introduce Yourself to the Course Community
What is a Difficult Conversation? (0:42)
Why Do Difficult Conversations Matter? (0:34)
Shift from a Message Delivery Stance to a Learning Conversation (1:11)
Unpacking the 3 Layers of Any Difficult Conversation (2:54)
Assignment 1: Frame Your Own Difficult Conversation (2:21)
How to Negotiate with Your Internal Voice (1:42)
Section 2: The "What Happened" Layer: How to Avoid Blame
Difficult Conversation Case Study #1 (1:16)
Coaching in Action: Shifting from the "What Happened" Conversation (3:49)
How to Shift Away from Blame (4:52)
Difficult Conversation Case Study #2 (0:54)
How to Handle this Difficult Conversation (3:26)
Assignment 2: Map Your Joint Contribution System (1:43)
Section 3: The "Feelings" Layer: How to Name Emotions without Getting Emotional
Dealing with Feelings (4:23)
Assignment 3: Dealing with the Feelings Layer (1:21)
Section 4: The Identity Layer: How to Grapple with the Identities of Participants
Why Identity Matters in Difficult Conversations (1:54)
How to Grapple with Identity in Difficult Conversations (2:02)
Assignment 4: Prepare to Address the Identity Layer (1:19)
Section 5: The Learning Conversation
When Should You Have a Difficult Conversation? (4:03)
Assignment 5: Identify Your Purpose for the Conversation (0:39)
Start Conversations from a Third Story (3:32)
How to Listen in a Difficult Conversation (2:39)
How to Speak Up for Yourself in a Difficult Conversation (2:15)
Section 6: Putting it All Together: Preparing for Your Own Difficult Conversation
Parting Words of Advice from Sheila (2:11)
Assignment 6: Prepare For Your Own Difficult Conversation (2:05)
Complete the Post-Course Satisfaction Survey
Assignment 5: Identify Your Purpose for the Conversation
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