Welcome summary

Before we begin...

Who is really involved?

You don't know what you don't know

Rapport v. Trust

Is there a power imbalance?

Neutral setting

I can't be responsible if...

Pick your battles

Boundaries and parameters

What if they won't meet?

Preparation summary

Preparation survey

You can't multitask

Don't interrupt or respond

Listening - reframing

Believe what they say

Body language

Listen to yourself

Empathy

What's really at stake?

Where is the end?

It's not about you...

What's in it for me? (WIIFM)

Identifying the issues

agendas

Listening summary

Listening survey

Asking is a listening skill

Play on strengths

Empowerment

Needs v. wants

Future focused

Patience is a tool

Best case/ worst case

Challenging gently

Ask the hard questions

Brainstorming

Asking summary

Asking survey

Why speak up

How to speak up

Impasse isn't real

Has the conflict changed?

Take your time

Start with a win

AND

Dealing with the past

They are unreasonable

Good news/ bad news

People can smell rubbish

Making an action plan

Be prepared to revisit

They aren't listening

Speaking up summary

Speak up survey

Congrats! Here's what's next...

Before you go...

Wrap Up summary

Final survey