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Crucial Conversations: Tools for Talking When Stakes are High

Audience participants will walk away from this speech with a new set of high-leverage tools to effectively achieve breakthrough results. Armed with the new skill set to make the most of every interaction, participants will create more positive results, personally, professionally, and throughout their entire organization.

Participants experience significant improvement and real results in areas such as:

• Productivity - At Sprint, applied Crucial Conversations skills resulted in a 93 percent improvement in productivity.
• Quality - After a Crucial Conversations intervention, quality, time, and cost metrics improved 10-15 percent at Sprint.
• Teamwork - At MaineGeneral Health, employees trained in Crucial Conversations were 167 percent more likely to speak up and directly resolve problems when they saw a teammate demonstrating poor teamwork or being disrespectful.
• Relationships - Survey results gathered at Franklin Pierce College six months after a Crucial Conversations intervention showed that passive-aggressive behavior and anger due to deficient communication was down by 14 percent, while trust levels had increased by 15 percent.
• Safety - Managers who went through the training at MaineGeneral Health showed a 53 percent improvement in speaking up over managers who had not been trained about shortcuts that could be dangerous for patients.
• Employee Satisfaction - At AT&T, employee satisfaction rose by 20 percent. At The University of Colorado Hospital, turnover decreased from 38 percent to 12.5 percent.