Direct difficult discussions toward successful outcomes every time! For every headteacher who has ever wished for a quick reference guide to keeping challenging conversations on course, the ideal tool is here! Inside are all the skills you need for navigating high-stakes interactions with staff, parents, students, and district leaders and steering them toward win-win solutions. Case studies throughout the book identify the risk areas and provide the steps to mastering techniques for: - Active listening - Assertive communication - Providing effective feedback - Staying calm - Problem solving - Mediation. Also included are scripts, sample dialogues, style inventories, checklists, and resources for practicing skills learned from the case studies. Like having a communications coach in your back pocket, this guide gives tips for building a collaborative culture focused on what matters most-working together to achieve student success.

Table of Contents

Acknowledgments Preface The Goal- Meeting the Challenge Organization of the Book and Special Features Who Will Benefit? 1. Introduction -- Dimensions of Challenging Conversations What is a Challenging Conversation? Chat, Challenge and Crisis Challenging Conversations - Sources of Challenge Factors That Determine a Challenging Conversation Crisis or Challenge You, Your Community and Challenging Conversations Challenging Conversations - Core Concepts Power and Influence Why Have Challenging Conversations -- Some Good Reasons to Talk Why We Avoid Challenging Conversations Challenging Conversations and a Collaborative School Culture Summary Book Study Questions Case Study Practice -- The Principal and the Bully Your Personal Case Study 2. Engaging in Challenging Conversations A Framework for Conversations That Matter Engaging in Challenging Conversations -- Principles Engaging in Challenging Conversations - The Critical Path Summary Book Study Questions Case Study Practice -- Cleaning Up Your Personal Case Study -- First Reflection 3. Listening for Meaning Why Should We Listen? The Case for Active Listening Active Listening Non-Verbal Communication Reframing Summary Book Study Questions Case Study Practice Your Personal Case Study -- Second Reflection 4. Providing Effective Feedback Elements of Effective Feedback Barriers to Providing Effective Feedback Summary Book Study Questions Case Study Practice Your Personal Case Study -- Third Reflection 5. Being Assertive "Be hard on the problem, soft on the people" Being Assertive- Techniques Summary Book Study Questions Case Study Practice Your Personal Case Study -- Fourth Reflection 6. Managing Anger: Yours and Theirs What Bugs Me? - Different Things Bother Different People Differently at Different Times Some Approaches to Anger Summary Book Study Questions Case Study Practice Your Personal Case Study -- Fifth Reflection 7. How Do You Respond to Challenging Conversations? Your Conversational/Conflict Style -- Who are You? Conversational Strategies -- Choices that We Can Make Factors that Affect Strategy Choice Summary Book Study Questions Case Study Practice Your Personal Case Study -- Final Reflection 8. The School Leader as Mediator - Facilitating the Conversations of Others Why Get Involved? The Mediation Process -- Facilitating Conversations Pre-Mediation The Opening Phase Resolution Phase Closing Phase The Promise of Mediation Summary Book Study Questions Case Study Practice Afterword Summary -- Key Concepts to Remember References and Suggested Readings Resources Index

Reviews

"The last thing a principal needs is more stress! The contents of this book will help build skills that will ensure that challenging conversations go the way they should-toward resolution and peace." -- Beth Madison, Principal 20100528 "This work will contribute to future administrators' success as they learn effective communication strategies for handling daily challenges and difficult situations." -- Catherine Alaimo Stickney, Curriculum Coordinator 20100528