raise your leader quotient LeaderLounge™

lead, think, align, communicate, influence, coach, strategize, deliver, ignite (passion)

AgendaOverview

Crucial Conversations Book Summary

Case Studies

- Kimberly Macaulay @ Fresh Tracks Canada

- Matt Corker @ Lululemon

Q & A

Networking

LEER LUNG #LeaderLounge

#LeaderLounge@smartsavvy

Best Tweet.

People are the plan.™

> Leadership Quotient

When a leader gets better, ALL of Vancouver benefits.

> Influence Quotient

Leaders are Readers

Team GeniusVancouver – Jan 27th

Leaders are Learners

Facilitate like a boss. with Kevan Gilbert. Feb 24th

My Team is Better Than YoursMarch 23rd

Jaylene Crick

PrincipalSmart, Savvy + Associates

@smavvyjay

• OPINIONS VARY

What’s a crucial conversation?

• Opinions vary• STAKES ARE HIGH

What’s a crucial conversation?

• Opinions vary• Stakes are high• EMOTIONS RUN

STRONG

What’s a crucial conversation?

What are some crucial conversations you can think of, or ones you’ve had?

25years

20,000people

Mastering Crucial Conversation

30X

“Speak when you are angry and you will make the best speech you will

ever regret.”

-Ambrose Bierce

Work on Me First

Work on me first‘US’ second.

on what you really want.

Refuse the Fool’s Choice

Look beneath the surface. Scuba vs. Snorkel

Learn to Look

Silence• Masking• Avoiding• Withdrawing

Violence• Controlling• Labelling• Attacking

What’s your style under stress? What’s your style under stress?

Make it safe.

Safety Conditions1. Mutual Purpose

Safety Conditions1. Mutual Purpose2. Mutual Respect

Apologize when appropriate

2. Contrast to Fix Misunderstanding

Contrast to fix misunderstanding

3. Create a Mutual Purpose

CREATE a mutual purpose.

Commit to seek mutual purposeRecognize whyInvent mutual purposeBrainstorm new strategies

Master your stories.

Stories create feelings.

Retrace your path

1. Notice your behaviour.

2. Get in touch with your feelings.

3. Analyze your stories.4. Get back to the facts.

Beware the “Clever” Stories

Beware of clever stories.

1. Victim2. Villain3. Helpless

Beware the “Clever” Stories

Why do we tell clever stories?

Tell the rest of your story.

Tell the rest of your story

Victims => ActorsVillains => HumansHelpless => Able

STATE your path.

Share your facts.Tell your story.Ask for others’ paths.Talk tentatively.Encourage testing.

Explore other’s paths.

“One of the best ways to persuade others is with your ears—by listening to them.”

—Dean Rusk

1. Ask2. Mirror3. Paraphrase4. Prime

1. Agree2. Build 3. Compare

Dialogue is not decision making.

• Who cares?• Who knows? • Who must agree?• How many people is

it worth involving?

Putting it all together.

Kimberly MacAulay

Chief Experience Officer (CXO)

@kimberly_mac11

Matt Corker

Product Operations ManagerLululemon

@mattcorker

Full Disclosurea lululemon athletica case study

@matt_corker

17% $12m $60m

core value: quality

new fabric launch

May 31Mar 18 23 Apr 3

2 weeks

74 days

proud moments & … oops!

safety > mutual purpose > apology building the communication channels to dismantle stories

and create new distinctions decision makers in place with a process

quality education ≠ happy guests old beliefs systems left unidentified

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