No wonder they call it a “courageous conversation.” You hoped that your team member, partner or customer would see the problem and correct it him/herself – and that you wouldn’t need to intervene. It’s embarrassing.
How do you start? How do you keep a courageous conversation on track, so improvements stick and generate good will? And how do you PowerUP the dialogue to Level 4 or 5, if the person you’re trying to help gets angry or defensive?