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Critical conversations:Houston Apartment Association (2015-05-14)
This document discusses how to have critical conversations in the workplace. It introduces the LEAP method for critical conversations, which stands for Listen, Empathize, Agree, and Partner. The first step in a critical conversation is to understand there are different perspectives. When listening, reflect back what the other person said without defending your own position. Empathize by acknowledging feelings and sharing similar experiences. Agree on common ground and the problem at hand. Finally, partner by framing it as "we vs. the problem" rather than "you vs. me".
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Critical conversations:Houston Apartment Association (2015-05-14)
- 1. Critical Conversations MadeSimple Solve Your Pressing Problems NOW! Diane Windingland For the Houston Apartment Association May 14, 2015
- 2. Everything is great,right? • Rents up 5.2% in first quarter • Houston is #7 out of 79 metro areas • Exploding job growth • More wanting to rent rather than buy
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- 5. Houston, we havea problem!
- 6. Critical Conversations • Office Staff •Maintenance • Suppliers • Management • Residents
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- 9. Pre-Emptive: Manage Expectations Happiness= Reality - Expectations --Tom Magliozzi
- 10. Pre-Emptive: Manage Expectations PropertyManagement is Easy But People Management is Crazy Stephanie Graves and Julie Marie Irvin
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- 15. The First Stepin a Critical Conversation is to realize that there are different perspectives It can be a matter of perspective . . .
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- 25. Listen • Listen w/odefending • Reflect back • Paraphrase • Summarize • Clarify “So, what I hear you saying is . . .” • Open Body Language
- 26. Listening is notjust waiting for your turn to talk
- 27. Empathize • Trade places,mentally • Acknowledge feelings • Share similar story • Caring expression
- 28. Empathize: Listen fromYour Heart
- 31. Agree • On CommonGround • On the Problem
- 32. Agree— “Yes, and. . .”
- 33. Partner • Not “Youvs. Me” • “We vs. the Problem”
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- 35. Partner Solutions: LEAP •Mgmt vs. Staff • Staff vs. Resident • Mgmt vs. Maintenance • Other . . .
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