‘The last thing a principal needs is more stress! This book helps build skills that will ensure that challenging conversations go the way they should—toward resolution and peace.’
—Beth Madison, Principal
George Middle School, Portland, Oregon
Direct difficult discussions toward successful outcomes every time!
For every principal 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
- Mediation
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.
Mục lục
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
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