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“Crucial Conversations”

Communication Strategies Employed during an Alma-KFS Payment Feed Project

Ashley Newton�Acquisitions & Metadata Law Librarian

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Crucial Conversations

  • Stakes are high
  • Opinions vary
  • Emotions are strong

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Lesson 1

Be a good listener.

  • Use what you can see and hear
  • Paraphrase

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Lesson 2

Create an environment where everyone feels comfortable sharing.

  • Leads to more successful outcomes
  • People are often more committed to final decision if involved in decision-making process

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Lesson 3

Simplify your concern or question.

  • Helps maintain focus

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Lesson 4

Turn conversations into actions.

  • Documentation!
  • Document action items, decisions, and conclusions

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Thank you

Ashley Newton

anewton@law.uci.edu