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The Courage Climb

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by

Lisa Lipshutz

on 14 September 2016

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Transcript of The Courage Climb

The Courage Climb
Using Managerial Courage to Conduct Difficult Conversations
Stepping Stones Towards the Top
1) Provides current, specific, and actionable feedback to others.
2) Lets people know where they stand.
3) Faces up to people and other problems quickly and directly.
4) Perseveres in the face of opposition.
5) Willing to take an unpopular stand.
"Faces up to problems regarding any person or situation quickly and directly, even in the face of opposition."
Managerial Courage
Why is this?
Think about a tough conversation you have been putting off...
STOP
START
Conversation
The
"STOP"
Conversation
"An action is already taking place and must be corrected and/or stopped all-together"
Determine your support partners
2. State a fact and provide examples
3. Explain its effects on:
You
The Team
The Brand
4. Share both your concern & support
5. Ask for change
6. Set a follow-up
TRY IT!
The
"GO"
Conversation
"Identifying what one should 'start' doing to improve themselves, the team, and the brand."
2. Share your vision
3. Explain how this person fits in
4. Ask how they feel they contribute
5. Note & commend these contributions
6. List additional contributions they could make
7. Create a "GO" plan
8. Follow-up
Try It!
NO!
When is it OK to say NO?
1. You have
all
the facts.
2. The decision is
fair
to
everyone
involved.
3. The decision is
consistent
with policy.
4. Saying "yes" would result in an
unethical
or
unsafe
outcome.
5. All components of the
Omni Trilogy
(Owner, Guest, Associate) are considered.
Unexpected Obstacles You Might Come Across
Defensive
Argumentative
In Denial
Blame Others
Emotional
Ways to Avoid Stumbling Blocks:
Provide context
- need information and facts
Encourage questions
- helps one absorb and understand
Stay connected
- be in tune with your associates
Keep it civil
- don't let it turn into combat (winners vs. losers)

Don't over rehearse
- this is a conversation, not a performance - know where you stand but be open to listen
Resist making assumptions
- ask for perspective, do not assume
Remember: We are a Family-Oriented Company
Don't delay that tough conversation any longer!

That "perfect time" will likely never come
Other Sources:

http://www.forbes.com/2010/03/09/difficult-workplace-conversation-leadership-careers-confrontation.html

http://hbr.org/web/management-tip/tips-on-having-difficult-conversations

Can you think of another time you've had to use Managerial Courage?
Have you ever had to use it when you need to say...
No?
Be respectful. Let them leave with dignity.
What do you hope to get out of this conversation?
How to start the conversation
Making sure you are not sandwiching the message
Checking to see if the message was received
CONTINUE
Positive Feedback
Have you told them what they are doing well?
1. Start with a continue conversation (positive feedback)
1. Start with a continue conversation (positive feedback)
Never go on a mountain climb without
preparation
&
tools
Always be fully prepared
What is your goal?
Think About...
What is difficult about having these conversations?
What makes a good Manager great?
Managerial Courage
You've always had Managerial Courage, now you have the tools to bring it to life!
Full transcript