leaderlounge #leadersarereaders series: crucial conversations by kerry patterson
TRANSCRIPT
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raise your leader quotient LeaderLounge™
lead, think, align, communicate, influence, coach, strategize, deliver, ignite (passion)
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AgendaOverview
Crucial Conversations Book Summary
Case Studies
- Kimberly Macaulay @ Fresh Tracks Canada
- Matt Corker @ Lululemon
Q & A
Networking
LEER LUNG #LeaderLounge
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#LeaderLounge@smartsavvy
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Best Tweet.
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People are the plan.™
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> Leadership Quotient
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When a leader gets better, ALL of Vancouver benefits.
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> Influence Quotient
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Leaders are Readers
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Team GeniusVancouver – Jan 27th
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Leaders are Learners
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Facilitate like a boss. with Kevan Gilbert. Feb 24th
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My Team is Better Than YoursMarch 23rd
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Jaylene Crick
PrincipalSmart, Savvy + Associates
@smavvyjay
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• OPINIONS VARY
What’s a crucial conversation?
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• Opinions vary• STAKES ARE HIGH
What’s a crucial conversation?
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• Opinions vary• Stakes are high• EMOTIONS RUN
STRONG
What’s a crucial conversation?
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What are some crucial conversations you can think of, or ones you’ve had?
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25years
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20,000people
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Mastering Crucial Conversation
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30X
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“Speak when you are angry and you will make the best speech you will
ever regret.”
-Ambrose Bierce
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Work on Me First
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Work on me first‘US’ second.
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on what you really want.
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Refuse the Fool’s Choice
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Look beneath the surface. Scuba vs. Snorkel
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Learn to Look
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Silence• Masking• Avoiding• Withdrawing
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Violence• Controlling• Labelling• Attacking
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What’s your style under stress? What’s your style under stress?
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Make it safe.
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Safety Conditions1. Mutual Purpose
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Safety Conditions1. Mutual Purpose2. Mutual Respect
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Apologize when appropriate
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2. Contrast to Fix Misunderstanding
Contrast to fix misunderstanding
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3. Create a Mutual Purpose
CREATE a mutual purpose.
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Commit to seek mutual purposeRecognize whyInvent mutual purposeBrainstorm new strategies
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Master your stories.
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Stories create feelings.
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Retrace your path
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1. Notice your behaviour.
2. Get in touch with your feelings.
3. Analyze your stories.4. Get back to the facts.
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Beware the “Clever” Stories
Beware of clever stories.
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1. Victim2. Villain3. Helpless
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Beware the “Clever” Stories
Why do we tell clever stories?
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Tell the rest of your story.
Tell the rest of your story
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Victims => ActorsVillains => HumansHelpless => Able
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STATE your path.
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Share your facts.Tell your story.Ask for others’ paths.Talk tentatively.Encourage testing.
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Explore other’s paths.
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“One of the best ways to persuade others is with your ears—by listening to them.”
—Dean Rusk
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1. Ask2. Mirror3. Paraphrase4. Prime
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1. Agree2. Build 3. Compare
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Dialogue is not decision making.
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• Who cares?• Who knows? • Who must agree?• How many people is
it worth involving?
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Putting it all together.
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Kimberly MacAulay
Chief Experience Officer (CXO)
@kimberly_mac11
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Matt Corker
Product Operations ManagerLululemon
@mattcorker
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Full Disclosurea lululemon athletica case study
@matt_corker
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17% $12m $60m
core value: quality
new fabric launch
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May 31Mar 18 23 Apr 3
2 weeks
74 days
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proud moments & … oops!
safety > mutual purpose > apology building the communication channels to dismantle stories
and create new distinctions decision makers in place with a process
quality education ≠ happy guests old beliefs systems left unidentified
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Next Series
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