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CONFLICT & CRITICAL CONVERSATION SCRIPTING. OFTEN THE MOST OVERLOOKED.



Conflict & Critical Conversation Scripting -The Most Important Communication Skill That You Aren't Working On?

What does the term Conflict & Critical Conversation Scripting mean?

Let us begin by looking at the words conflict and critical. At first glance you may think they are negative terms because they are often used to describe arguments and judgement. And while they certainly can be utilized in that context, they mean so much more. Conflict is also defined as” to be incompatible or at variance with someone” and Critical can simply mean of the greatest importance. It is with these definitions as a basis, I have created this terminology to describe a very specific and extremely important area of communication coaching and training.


What makes an interaction a “Conflict/Critical Conversation?”

You know you are engaged in a CCC when most or all of the following components are present.

  • The stakes are high

  • There is a strong emotional component

  • Parties involved have different opinions

  • Topic is considered risky/controversial/difficult

  • The conversation is inevitable/required


What do I mean by scripting?

The term scripting in no way means to engage in disingenuous or made up conversation in order to get a result utilizing an end justifies the means approach. When I work with a client it is crucial that I always work with their genuine message/belief as the foundation for everything they will say or write. Scripting merely means that the information is worded, organized and delivered in a way that seeks to provide the following:

  • The ability to be seen as persuasive not abrasive

  • Alignment and agreement on important matters

  • Improved decision making

  • Commitment to action from others

  • Increased Productivity

  • Deeper stronger relationships

  • Mutual respect

  • Acceptance rather than resistance


Who benefits from this type of training/coaching?

I will begin by saying, well everyone. There is not a person alive who has not had to engage in communication that can be defined as a CCC. I would venture to say that all of us could use some guidance when faced with such an interaction since by it very nature these conversations take place in an emotionally charged arena and typically involve some difference of opinion. It is exactly these parameters that create most peoples most regrettable exchanges. However, there are some specific guideposts that might mean you are on a path that requires a communication guide.

  • Its absolutely vital to reach alignment and agreement on an important matter

  • Its important to let the best ideas and highest quality decisions rise to the surface regardless of rank/power/position.

  • You or your company needs to resolve existing individual and group disagreements

  • Past conversations have led to strained relationships and dismal results

  • If you or your organization suffer from an abundance of taboo topics, deference, disagreement, analysis paralysis, information hoarding, office politics, and alienation.

  • If you or your organization are battling declining productivity, safety violations, low morale, reduced quality, poor customer satisfaction, or other bottom-line concerns

By dealing with inherently difficult discussions where the outcome has lasting impact, as a communication challenge that can be overcome with guidance and a skill set, we up our game both professionally and personally. You will walk away with a higher level of emotional intelligence, tangible financial gains, and a feeling of accomplishment that will trickle into everything else you do. Contact Face2Face Pros and take it to the next level.



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