Direct difficult discussions toward successful outcomes every time!
For every headteacher who has ever wished for a quick reference guide to keeping challenging conversations on course, the ideal tool is here! Inside are all the skills you need for navigating high-stakes interactions with staff, parents, students, and district leaders and steering them toward win-win solutions. Case studies throughout the book identify the risk areas and provide the steps to mastering techniques for:
- Active listening
- Assertive communication
- Providing effective feedback
- Staying calm
- Problem solving
Also included are scripts, sample dialogues, style inventories, checklists, and resources for practicing skills learned from the case studies. Like having a communications coach in your back pocket, this guide gives tips for building a collaborative culture focused on what matters most-working together to achieve student success.
Acknowledgments Preface The Goal- Meeting the Challenge Organization of the Book and Special Features Who Will Benefit? 1. Introduction - Dimensions of Challenging Conversations What is a Challenging Conversation? Chat, Challenge and Crisis Challenging Conversations - Sources of Challenge Factors That Determine a Challenging Conversation Crisis or Challenge You, Your Community and Challenging Conversations Challenging Conversations - Core Concepts Power and Influence Why Have Challenging Conversations - Some Good Reasons to Talk Why We Avoid Challenging Conversations Challenging Conversations and a Collaborative School Culture Summary Book Study Questions Case Study Practice - The Principal and the Bully Your Personal Case Study 2. Engaging in Challenging Conversations A Framework for Conversations That Matter Engaging in Challenging Conversations - Principles Engaging in Challenging Conversations - The Critical Path Summary Book Study Questions Case Study Practice - Cleaning Up Your Personal Case Study - First Reflection 3. Listening for Meaning Why Should We Listen? The Case for Active Listening Active Listening Non-Verbal Communication Reframing Summary Book Study Questions Case Study Practice Your Personal Case Study - Second Reflection 4. Providing Effective Feedback Elements of Effective Feedback Barriers to Providing Effective Feedback Summary Book Study Questions Case Study Practice Your Personal Case Study - Third Reflection 5. Being Assertive "Be hard on the problem, soft on the people" Being Assertive- Techniques Summary Book Study Questions Case Study Practice Your Personal Case Study - Fourth Reflection 6. Managing Anger: Yours and Theirs What Bugs Me? - Different Things Bother Different People Differently at Different Times Some Approaches to Anger Summary Book Study Questions Case Study Practice Your Personal Case Study - Fifth Reflection 7. How Do You Respond to Challenging Conversations? Your Conversational/Conflict Style - Who are You? Conversational Strategies - Choices that We Can Make Factors that Affect Strategy Choice Summary Book Study Questions Case Study Practice Your Personal Case Study - Final Reflection 8. The School Leader as Mediator - Facilitating the Conversations of Others Why Get Involved? The Mediation Process - Facilitating Conversations Pre-Mediation The Opening Phase Resolution Phase Closing Phase The Promise of Mediation Summary Book Study Questions Case Study Practice Afterword Summary - Key Concepts to Remember References and Suggested Readings Resources Index