The purpose of this toolkit is to help you prepare and gain skills to manage challenging conversations in a professional setting. These are conversations where people have a lot of emotion and importance invested in the subject, the outcomes, or process.
They are important conversations to have because it can help remove obstacles and allows for a culture of continuous improvement. At Yale SOM we center everyone and therefore also hold everyone accountable for creating an inclusive environment for all.
What gets in the way of challenging conversations?
• Not knowing how to start
• Fear of unknown response
• Reluctance to appear weak
• Fear of an overly emotional response
• Anxiety about damaging a relationship
• Uncertainty about the outcome
• Lacking skills (e.g. feedback, listening)
How to have inclusive conversations: A step-by-step guide
This framework was put forward by Mary-Frances Winter, CEO of The Winters Group.
1. Foster self and other understanding. Taking the time to reflect on why do you believe what you believe? Why do others believe something different?
2. Assess individual, team, organizational readiness
3. Prepare for that conversation. Who, when, where, what and why you're having this conversation?
4. Find a common ground
• Embrace a mutual purpose
• Offer mutual respect
• Listen Intently
• Adopt the "Yes, And…" stance
• Use "I" statements instead of you (avoid blame language)
• Ask clarifying questions
• Admit mistakes
5. Explore where perspectives diverge
6. Interpret and bridge across those difference
Download PDF- How to have inclusive conversations: A step-by-step guide
Adapted from the following resources:
LinkedIn (2022). Skills for Inclusive Conversations. Retrieved from https://www.linkedin.com/learning/skills-for-inclusive-conversations/the-need-for-inclusive-conversations-14491036?autoplay=true&u=57879737
