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Crucial Skills newsletter Volume 4 Issue 9 - Getting the Results You Want - Crucial Conversations

About Crucial Skills newsletter Volume 4 Issue 9 - Getting the Results You Want

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March 9, 2006
Volume 4 Issue 9Previous Issues
  • Survey Results: Tax Season
  • Q&A: Neighborhood Stories
  • Crucial Applications
  • Where Can I Learn More?
  • Contact Us
    Tax Season

    Thanks to all of you who participated in our most recent online survey on conversations around tax season.

    For a few of the survey results, see below. Also see some tips from Kerry Patterson on what to say when others bring up illegal or unethical tax strategies in this issue's Crucial Applications.

    QUESTION 1: Have you ever been part of a conversation where someone described tax strategies that seemed illegal or unethical?


    QUESTION 2: What did you do as a result?


    Crucial Conversations
  • 3/21-22 Miami, FL
  • 3/21-22 Houston, TX
  • 4/4-5 Washington, DC
  • 4/18-19 Portland, OR
  • 4/25-26 Irvine, CA
  • 4/25-26 Minneapolis, MN
  • 5/9-10 Atlanta, GA
  • 5/16-17 Chicago, IL
  • 5/16-17 Boston, MA

    Crucial Confrontations
  • 3/28-29  Irvine, CA
  • 3/28-29  Chicago, IL
  • 5/9-10  New York, NY

    Crucial Conversations


  • 4/6, 11:00-12:15 PM MT  Overview
  • 4/18, 11:00-12:15 PM MT Healthy Work Environment for   Healthcare
  • 5/4, 11:00-12:15 PM MT  Overview
  • 6/1, 11:00-12:15 PM MT  Overview

    Crucial Confrontations
  • 3/16, 11:00-12:15 PM MT  Overview
  • 4/20, 11:00-12:15 PM MT  Overview
  • 5/18, 11:00-12:15 PM MT  Overview
  • 6/15, 11:00-12:15 PM MT  Overview

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    For questions, contact us toll free at 1-800-449-5989.

    Questions, feedback, or information you would like to see? E-mail us at editor@vitalsmarts.com.

    Submit your question online to the authors of Crucial Conversations and Crucial Confrontations.

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    “The most basic of all human needs is the need to
    understand and be understood. The best way to
    understand people is to listen to them.”
    - Ralph Nichols

    Neighborhood Stories

    About the Author

    Al Switzler is coauthor of the New York Times bestseller, Crucial Conversations: Tools for Talking When Stakes Are High.more

    Dear Authors,

    My question has to do with how you help "un-do" a story that another person has held about you. Last fall, my husband went over to borrow an item from our next door neighbor. We've lived next to each other for about ten years. Very nice people—we wave and exchange pleasantries and small talk, have sent their kids grad cards, etc. My husband came back with the borrowed item but was obviously concerned. He said that they'd received an anonymous hateful letter about ten months earlier and they seemed quite convinced that I'd sent it. I was understandably alarmed and went over right away to talk. The letter was truly awful—calling them morons about leaving their holiday lights up well past the holidays and being the laughingstock of the neighborhood. I didn't write this letter and I told them so. I couldn't think of much more to say—the whole scenario was a bit overwhelming to me.

    I still feel like there is this uncomfortable feeling between us. I frankly don't know if they still feel that I wrote the letter or not. I'm acting as if it's over and going on like usual, but feeling self-conscious about it—e.g., sending over an occasional dozen cookies when we've baked, acknowledging accomplishments ("great season Molly's been having in basketball!"), etc. These are things we've done in the past that now I fear will be viewed in a different light—like I'm trying to make up for something.

    Thank you,
    Uneasy Neighbor


    Dear Neighbor,

    First, congratulations. You said that you “went over right away to talk.” We firmly believe that “If you don’t talk it out, you act it out.” So, way to go. If you had told yourself different stories, you would have acted differently. If you had become upset because you were wrongly accused and had withdrawn in indignation, you would have acted in ways that probably would not have helped—your feelings would have showed up in your facial expressions, in half-hearted greetings, etc. Because thoughts really cannot be held inside (they leak out), people often resort to gossip, and gossip has a hard time being contained—it seeks the lowest level. It has ripple effects that find their way to the person being talked about. So congratulations on telling yourself stories about the other person, about you, and about your relationship that allowed you to go talk about it. Adding to the pool of shared meaning was the righ! t step to take.

    There are two questions here that I’d like to address. Namely:

    1. How do we get over situations where we have been wrongly accused of something we didn’t do?
    2. How can we help others “un-do” their story that we wronged them when we really didn’t?

    First, how do you deal with your emotions when you’ve been wrongly accused? Key to understanding your options is what we call the “Path to Action.”  This model helps explain where emotions come from.  A brief overview:

    1. We observe an event (i.e., we see and hear what happens with internal and environmental filters).
    2. We tell ourselves a story with whatever data we have (the events we observed). These stories can be helpful or harmful.
    3. We feel emotions based on the story we chose to tell.
    4. We then act based on our story and our emotions (we choose dialogue, silence, or violence).

    The important thing is to explore why the emotions are still lingering. Why are you still worrying about how your neighbor is interpreting your actions and motives? Re-examine your Path to Action back to your actual observations. Are there more helpful stories you could be telling about what you’ve observed? Or do your observations point to the need for another crucial conversation?

    When you're deciding whether or not to bring up a subject, ask yourself if “that little voice in your head won’t go away,” or if you are “acting it out” even after you’ve re-examined your stories. If the answer is “yes” to either, you probably need to talk it out. 

    In your comments, you stated that you fear your neighbors still think you did write the letter. That could be the topic for another conversation. Mention the first conversation, and that you just want to check in and see how your neighbors are feeling now. Share your goal to be a good neighbor and have a positive relationship.

    If you have observed actual behaviors that are leading you to believe there is still an issue (e.g., if you saw nonverbal clues like half-hearted greetings, lack of eye contact, or avoidance on your neighbors’ part), you may want to bring them up and hold a crucial conversation to address the story they may be holding onto. In that case, ask to talk to the other person and start by making it safe. Have a private talk. Don't be emotional, be honestly inquisitive. Try to explore the other person’s path to action by starting with your observation (for example, “I’ve noticed that when we see each other in the neighborhood, you don’t look directly at me and you tend to hurry out of any conversation”). Don't offer judgments about their emotions or motivations. Simply describe the facts. Then tentatively share your concern (“I’m beginning to wonder if you still have feelings about that letter you rece! ived. Can we talk?”)

    You are trying to learn what “story” your neighbors are telling—you are trying to understand their data. Then, when you’re in dialogue, you can share your perspective and your purpose. 

    The other alternative is to be patient. Suppose your neighbors say they don’t think you wrote the letter. Suppose you don’t see them acting it out.  That means most of your energy around this issue is coming from your stories. In that case: wait. Continue with your strategy of being a good neighbor. Often when we don’t have any additional data, our stories and emotions fade. Our worries decrease. That’s effectively self-managing your own path to action.  Such an approach reminds me of the saying attributed to the great Anonymous:

    “At twenty we worry about what others think of us;
    at forty we don't care about what others think of us;
    at sixty we discover they haven't been thinking about
    us at all.”

    Thank you for your inquiry. Hopefully there is a lesson that we can find here that will help us get in touch with our own stories, cue us up when we need to talk, and be more patient with our emotions. All of these can keep us in or lead us to dialogue.

    Best wishes,

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    Confronting Unethical or Illegal Tax Strategies
    By Kerry Patterson

    According to a recent poll conducted by VitalSmarts, 59 percent of us have spoken with someone who uses illegal or unethical tax strategies. In a similar vein, more than three-fourths have heard about someone doing something illegal at work such as lying, cheating, or stealing. When we become privy to what appear to be bad deeds, we often feel torn. Should we say something? And if so, how and when?

    Decide if and who. When you do face what appear to be ethical or legal violations, you have to decide if and to whom you will speak. As you do, consider the following dimensions. How well do you know the person? How big is the crime? And how aware is the other person that what he or she is doing is a crime?

    For example, if a coworker you hardly know is actually bragging about committing a felony, you probably ought to speak up—to the legal department. It's a crime, you have no relationship with the offending party, and you don't want to get entangled in any way. On the other hand if it's a friend who is breaking a law and isn't even aware of the violation, you'll probably want to talk to him or her directly.

    Don't accuse—ask. When you do talk to others, start with a non-accusatory question such as: "Are you aware that strategy might actually be illegal?" Note the use of tentative language: 'Might be illegal." After all, you're not a lawyer. Take care not to start off the conversation with an accusation: "I can't believe you're stealing from the company!"

    Listen. Next, see if the other person is aware of the possible offense. Often after you raise the issue the other person will say he or she wasn't aware, ask for more details, decide to seek more complete information, and back away from the offense.

    Share your concerns. If the person says, "Of course I'm aware, but I'll save a bundle of money!" you're at a crossroads. Do you continue on or back off? With most friends you would probably feel comfortable explaining your concerns. Don't lecture, but let them know you're worried they are putting themselves at risk. Eventually you may end up walking away from the issue, but when it comes to breaking the law or violating corporate policy, try to be a friend and not an accomplice.

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