1. Ranganathan S
Executive Coach & Corporate Mentor
SymIndia Training & Consultancy Pvt. Ltd.
Email: ranga@symindia.com
Cell: +91‐98450 21702
www.symindia.com 1

2. Agenda
What is Crucial Conversation (CC)?
Strategies for Managing CC
Demo of CC
Role‐plays and Analysis
Role plays and Analysis
Specific Tips for Managing CC
Crucial Conversations
No Tact
Opposing Views
Avoid Choose to
Have
Crucial
Conversations
Tactful
High Stakes Strong Emotions
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3. Building Block
Accept
Status Challenge
Quo
Back to India
B k t I di
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4. Statutory Warning!!
Role‐plays are usually exaggerated to
con e a message
convey a message
Both Personal and Professional contexts
are used
Pls don’t get stuck to the situation itself;
Focus on the Learning
Role‐play – Back to India
Malu and Sanath live in the US with their
t hild
two young children
Sanath wants to settle down in the US
Malu wants to relocate to India for good
Sanath and Malu are in a Conversation
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5. Key Thought Pattern
FEAR CAUTION
Key Concepts ‐ Tact
Identify Common Ground
Have relentless focus on Objectives
Avoid expressing disagreements
Acknowledge key opposite points
Avoid “digs”
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6. Lagaan
rength
3 4
Open Growth
Zone Zone
ationship Str
1 2
Death Nail Stagnation
Rela
Zone Zone
Conversation Outcome
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7. Key Process Step
PREPARATION
Algorithm – Preparation
Identify Key Stake‐holders
Identify Top‐3 Concerns for Each Key Stake‐holder
Make an Interaction Plan
Identify the Roles
Set Specific Objectives and Time
Choose the Right Medium/Mode
Get the Sequence Right
Review Objectives Again
Review Objectives Again
Structure Ideas for Each Step of the Interaction Plan
Practice Delivery of Opening and Closing
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8. Algorithm – Hostile Situation
Stick Around
Ask Permission and then Shoot
Express Ownership to Common Objectives
Ignore Provoking Statements
Balance Data and Emotion
B l D dE i
Seek Feedback
Key Concepts
“Feelings”
Feelings Emotions
Ego
Esteem
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9. eMotions ☺
Weak Strong
P i
Passion
Calm
Positive
Excitement
+ Comfort
Patience
Love
Pride
Frustration g
Anger
ve
Negativ
Indifference Fear
- Disappointment Vengeance
Guilt (*) Value Conflicts
Cost Cutting
C t C tti
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10. Summary
What is Crucial Conversation (CC)?
Strategies for Managing CC
Demo of CC
Role‐plays and Analysis
Role plays and Analysis
Specific Tips for Managing CC
Questions and Answers
We will take ALL questions at
We will take ALL questions at
the End of the Day
FULL SESSION Chits are being Distributed
At the End Pass it on to our Volunteers
Help us to Structure the
Responses
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11. Ranganathan S
Executive Coach & Corporate Mentor
SymIndia Training & Consultancy Pvt. Ltd.
Email: ranga@symindia.com
Cell: +91‐98450 21702
www.symindia.com 11

12. Ranganathan S
Executive Coach & Corporate Mentor
SymIndia Training & Consultancy Pvt. Ltd.
Email: ranga@symindia.com
Cell: +91‐98450 21702
Ranganathan S
Executive Coach & Corporate Mentor
SymIndia Training & Consultancy Pvt. Ltd.
Email: ranga@symindia.com
Cell: +91‐98450 21702
www.symindia.com 12

13. Ranganathan S
Executive Coach & Corporate Mentor
SymIndia Training & Consultancy Pvt. Ltd.
Email: ranga@symindia.com
Cell: +91‐98450 21702
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should
not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS,
IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
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