When the stakes of a conversation are high, many of us clam up or blow up. A recent survey by Al Switzler, Kerry Patterson, Joseph Grenny and Ron McMillan, co-authors of “Crucial Conversations: Tools for Talking When Stakes Are High” (McGraw-Hill), found that the person most people struggle to hold difficult, life-changing conversations with is their boss. Spouses are second. In the survey, 525 respondents identified a single conversation that had life-altering consequences. More than half said the effects of this one conversation lasted forever. Nearly two-thirds permanently damaged a relationship. One in seven harmed a career.
The authors arrived at the main reasons for failure in a crucial conversation: inability to control emotions, not gaining the other person’s trust and getting defensive, vengeful or fearful.
Fearing those foibles, many stay mum. Many people think that hunkering down in silence will save their job or marriage or family harmony. But co-author Switzler said, “When problems linger, you get rigidity and reduced respect. Those are big costs. If you can catch problems and do it in a way that’s civil and courteous, you outperform the competition.
“This is not about holding hands and singing campfire songs, or having a good talk. This is all about putting the toughest issues on the table so you can rapidly and respectfully resolve them.” Here’s how: