Tips on how to give constructive criticism or productive feedback in difficult situations. Jennifer Kumar is a cross-cultural business communication expert building teams across India-US borders. More at authenticjourneys.info or contact Jennifer at authenticjourneys@gmail.com.

1. Understanding American Communication Strategies:
Listening & Client Satisfaction
DAY 4: Listening Techniques for
Handling Difficult Discussions
Jennifer Kumar
Authentic Journeys
Understanding American Communication Strategies:
Listening & Client Satisfaction
DAY 4: Listening Techniques for
Handling Difficult Discussions
Jennifer Kumar
Authentic Journeys

2. Many of us shy away from
difficult conversations.
This book and it’s techniques
helps us to understand
the tools to identify, confront,
and master difficult discussions.
Many of us shy away from
difficult conversations.
This book and it’s techniques
helps us to understand
the tools to identify, confront,
and master difficult discussions.
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

3. Impressions of the Crucial Conversations Model?
c. Crucial Conversations
Impressions of the Crucial Conversations Model?
c. Crucial Conversations
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

4. What is the main goal of crucial
conversations?
Maintain a safe place for everyone involved to
contribute to the “Pool of Shared Meaning.”
What is the main goal of crucial
conversations?
Maintain a safe place for everyone involved to
contribute to the “Pool of Shared Meaning.”
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

5. How do we assure we are contributing to the pool of
shared meaning?
Always identify the goal of the conversation before
entering it.
We have to know what we really want AND what we
really don’t want.
How do we assure we are contributing to the pool of
shared meaning?
Always identify the goal of the conversation before
entering it.
We have to know what we really want AND what we
really don’t want.
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

6. What do you see?What do you see?

7. Do keep the details in mind.
Do not forget the big picture.
Do keep the details in mind.
Do not forget the big picture.
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

8. Always look out for the conditions, even when
focused on the content.
Trees - Details - Content (Words)
Forest - Big Picture - Conditions (Non-Verbals)
Always look out for the conditions, even when
focused on the content.
Trees - Details - Content (Words)
Forest - Big Picture - Conditions (Non-Verbals)
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

9. What are the conditions?
They are the intangibles of the discussion we get
through listening deeply to the other person.
They help us read between the lines to understand
when one of us is moving toward silence or violence.
What are the conditions?
They are the intangibles of the discussion we get
through listening deeply to the other person.
They help us read between the lines to understand
when one of us is moving toward silence or violence.
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

10. Feeling “unsafe” / “uncomfortable”
List the non-verbals that happen in these cases.
Feeling “unsafe” / “uncomfortable”
List the non-verbals that happen in these cases.
When I feel
Uncomfortable
Or unsafe, I….
I know others
Feel unsafe
When they...
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

11. Identifying cues helps us to communicate better.Identifying cues helps us to communicate better.
How does my
•Non verbal behavior
•Tone of voice
•Internal feelings
•Choice of words
Influence how the other
receives and responds to my
message?
What does others
•Non verbal behavior
•Tone of voice
•Choice of words
Tell me about how I am delivering
the message? Am I being
empathetic to their feelings? How
would I feel being told the same
message I am giving?
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

12. Which behaviors move us toward Silence?
Which behaviors move us toward Violence?
Do you want to know where you stand on the
silence / violence scale?
An online assessment is found at:
http://www.vitalsmarts.com/styleunderstress/
Which behaviors move us toward Silence?
Which behaviors move us toward Violence?
Do you want to know where you stand on the
silence / violence scale?
An online assessment is found at:
http://www.vitalsmarts.com/styleunderstress/
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

13. Always Prepare Ahead for Crucial Conversations:
•Use “I language”
•Avoid blaming / making the other defensive
•Think about how the other person may receive the message
•Listening skills / Paraphrasing
•Sticking to the facts / descriptions
•Assuring you know what you want / don’t want
•Always contributing to the pool of shared meaning
•Listening to others points of view (stories and facts)
•Being aware of other’s and your own reactions, and taking another
course when required
Always Prepare Ahead for Crucial Conversations:
•Use “I language”
•Avoid blaming / making the other defensive
•Think about how the other person may receive the message
•Listening skills / Paraphrasing
•Sticking to the facts / descriptions
•Assuring you know what you want / don’t want
•Always contributing to the pool of shared meaning
•Listening to others points of view (stories and facts)
•Being aware of other’s and your own reactions, and taking another
course when required
Cross-Cultural Business Strategy Training for Indian Offshore Teams
and US Onsite Colleagues at authenticjourneys.info

14. What is a topic
of a crucial
conversation you’d
like to explore?
Prepare a five minute role play and we
will discuss it in the next session.

15. Thank you!
Contact Jennifer Kumar at Authentic Journeys
for your cross-cultural team building today!
Thank you!
Contact Jennifer Kumar at Authentic Journeys
for your cross-cultural team building today!
Would you
like to discuss
with Jennifer?
View the
Authentic
Journeys
Website!
Jennifer Kumar
www.authenticjourneys.info
authenticjourneys@gmail.com