Dear Joseph, I work at an electric utility company. I work with a group of team members who interact face-to-face with customers under very stressful conditions. When we see customers, we are either turning off their power or turning it back on. Recently, we’ve had issues with these customers turning violent: hitting, attempting to run …
Dear Emily, I have found that participants in long-term relationships tend to keep score in their emotional bank accounts. Over time we may build up a mental image of the other person—often a fictitious persona which is heavily weighted toward the things that bug us most about him or her. The perception of the other …
Dear David, I am a middle manager and have a boss who doesn’t trust one of my employees and—by extension—he doesn’t trust me. My employee has sensed the distrust. Even though this employee meets expectations, does a good job, and is liked by everyone else, my boss seems to dislike her demeanor. I am working …
The following article was first published on December 29, 2004. Dear Kerry, I’m faced with the challenge of training people who are rather low self-monitors. That is, they don’t read social cues particularly well and as a result often annoy or offend others. They tend to push too hard or talk about topics that others …
Visit the Crucial Skills blog to read the answer to this question: I’d like to start a family but I can’t get my husband to talk about it. How can I apply my crucial conversations skills to this uncomfortable issue?
Dear Joseph, I work very closely with someone who I really like and respect. I have one concern about how he tends to rely on me to deal with all criticisms directed at our shared projects. I have tried bringing up the issue and holding the crucial conversation about it, but it didn’t go well. …
I used to share a poem at the beginning of some of my speeches. I won’t tell you what it was out of respect for its author. I loved the poem. I felt that my recitation of it was a big hit. I thought it was clever, funny, and relevant to my topic. Apparently, I …
Dear Joseph, I have an employee who has previous job experience as a manager but who took an entry level role to get into a full-time position with our company. This employee has been making progress learning our company’s policies and procedures and initially showed a great interest in learning as much as possible. More …
Dear Joseph, I have an issue with my boss. She often talks to me about my colleagues. I have asked her not to do this and she has apologized but continues to complain to me about their performances. Recently, I discovered that my boss said something negative about me to my direct report. I did …
Dear Emily, What is the best way to announce that someone has been let go? We’ve had five departures in the past eighteen months that weren’t handled well. Communications ranged from non-existent—the person just wasn’t there anymore; to confusing—a new org structure was presented and someone who should’ve been in the meeting wasn’t there. Nor …
