Difficult Conversations: holding the room when stakes are high

Drag each term onto its matching definition.

• Observation, Feeling, Need, Request

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• Real feelings defuse; "I feel that you don't respect me" is an accusation

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• High stakes, varying opinions, strong emotions

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• Share facts, Tell story, Ask views, Talk tentatively, Encourage testing

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• The working space where information, opinions, and feelings combine; bigger pool, better decisions

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