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RSC Level 1 Module 3: Crucial Conversations


Step 1) Overview: Sometimes your role as manager or supervisor requires you to have a difficult conversation – a conversation in which the emotional content of the conversation impedes your ability to achieve your objective.  Your ability to manage this conversation effectively is crucial for your performance in this situation. This module is aimed at uncovering the structure of difficult conversations and giving you some tools to manage these conversations professionally.


Step2) Action Learning: Please watch the two videos  below. 

The following video introduces you to a typical difficult conversation in the workplace. It runs about 3 minutes.

The following video below, is designed to de-brief your first viewing experience and reinforce your understanding of the structure of difficult conversations and tips for handling them in a professional way.  It runs about 6 minutes



Step 3) Points to Ponder:

1). Think about a recent difficult conversation you experienced.  How did you feel when it was finished?  Did you feel you could have done better – been more effective?


2). What are the “lessons learned” from this module that you would like use in future?  Do these lessons require a change in the way you think and work?  What changes (if any) did you identify and how easy (or difficult) do you anticipate this change will be?


Step 4) Interactive Discussion: After viewing Videos 1 & 2 and exploring the Points to Ponder check your calendar for the Interactive Discussion scheduled for this Module.  Go to the session prepared to discuss the lessons learned with others in your Rising Star cohort.  If you have any questions or need more information please send a message to


Step 5) Next Level (Optional): Read the Reference:“Crucial Conversations: Tools for Talking When Stakes are High” by K. Patterson, J. Grenny, R. McMillan and A. Switzler, McGraw-Hill (2011), ISBN-13: 978-0071771320.

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