Community of Practice

I have a strong baseline in being comfortable in navigating tough conversation appropriately. I think there needs to be an understanding and acceptance of culture and societal norms that place standards on others to decrease conflict and open readiness for facing tough conversations.

I found the section on active listening to be very helpful. It reinforced some of the things I already do in conversations and gave me some new techniques to try out such as reframing and affect labeling.

I use active listening skills in a variety of rolls. Speaking with donors, customers with complaints, or with staff who are having problems. It helps to get to the root of the propblem and get them to a place where we can be productive in finding a solution, build a relationship or create a good experience.

In order for me to listen better, I take a moment to turn away from my computer screen and look directly at the person talking so that they can see that I am listening

Self regulation and self awarenes are the two most important for me. As an emotional creature, I have a tendency to overthink from an emotional standpoint rather than removing my emotions and come from a logical and factual place, to stay in the moment, pay attention and listen to what the other person is saying. Self awareness also plays into that as well as my mind and thought process again goes into overdrive as to how am I going to respond in this moment. The person may not be asking for my help or the situation may not need any action, the other party may simply want to be seen and heard for the event that happened and they chose me to process.

I had a conversation with am employee who was having trouble staying within the parameters of their job description. This person had been told numerous times. I had to confront this person after another situation where the line was crossed. My reaction was cold and to the point. This person took offence to my tone and left looking upset. In the end the message was heard. I was just disapointed that I had to take a tough approach. I could have went into the conversation with more empathy. At the same time I needed a different outcome and was trying to end the behavior. Not sure that I would have changed the interaction but it was a different approach for me.