Crucial Accountability

• Ask What and If?
• Study of Positive Deviants
• The "Hazardous 1/2 Minute"
• The "Fundamental Attribution Error"
• Skills: Name the gap, offset the obvious train wrecks, ask for permission,

"People can't fix a gap that they can't understand specifically, and you should never have a conversation about a gap that you can't explain specifically."

Carkhuff's Helping Skills

Empathy - Seeking True Understanding

Respect and Care

Specificity

Authenticity

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Immediacy

Confrontation

Self Disclosure

What to say...

• "Say more"
• Can you be more specific about what you mean when you say "xxxxx"?
• Nothing...

Beware of Cover Terms

Cover terms sound like they mean something but really they are code. Your job is to break the code.

Examples

• He is such a nightmare.
• This whole situation is a mess.
• She is such a jerk.
• I think we need to make communication a priority in the next fiscal year.

Types of Conversations

• Helping Conversation
• Evaluative/Feedback Conversation
• Peer to Peer - Maintenance
• Peer to Peer - Task
• Group - Task
• Group - Maintenance
• Group Leadership

L + D Group Facilitation Skills

Being Persuasive

Being Persuasive

• You can't persuade someone who hasn't been heard.
• Confidence: What is it?

Hearing Others

Confidence is...

Yes, and...