From the course: The Manager's Guide to Difficult Conversations
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Getting distracted and losing control
From the course: The Manager's Guide to Difficult Conversations
Getting distracted and losing control
- Have you ever been in the middle of a conversation and wonder how you got off track? I know I have. I've had irrelevant conversations that sounded like this. "Yes, I did." "No, you didn't." "That's not fair." "No, you don't understand." I call these kinds of conversations playing ping pong. Ping pong is a sign that you lost control a long time ago. Ping pong happens when you lose focus and get distracted from your stated intention. Behind me, you can see Mark and his boss, Jayden in the middle of a conversation. Let's join them and see if you can pinpoint where Jayden gets distracted and the ping pong starts. - We've been getting some client complaints, so I want to talk about ways that we can improve customer service. When a customer comes in and has to wait without being noticed or acknowledged, we lose their business. So I need to understand what's happening so we can improve. - Why are you making this about me?…
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