The Art of Empathetic Conversations
Every HR manager knows that each new situation or conflict brings with it the difficult task of determining the truth or what really happened. Most professionals have developed experience and a feel for how to get closer to the truth, but there are techniques that you can use to reach the truth faster and with fewer hurt feelings. Drawing from anthropology and the study of foreign cultures, we'll provide you with questions you can use that will encourage a deeper understanding of the people and the situation. Pulling from the psychology of motivation, we'll identify approaches and tools that you can use to encourage people to change behaviors – even stubborn behaviors. You'll learn how to see the structure of the conversation as it's evolving as well as the context of the conversation so you can see logical incongruencies and when the inquiry is going in circles. Move from okay to awesome at managing the difficult task of inquiries in your organization.
Learning Objectives:
- Apply proven questions to get accurate and complete answers.
- Identify barriers to communication.
- Develop trust, safety, and rapport to create the conditions for honest answers.
In-person session offerings are on a first-come, first-served basis.
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If a speaker has provided session materials, please visit https://presentations.shrm.org
All virtual sessions inherently run the risk of audio or visual issues due to factors out of our control. If any technical difficulties arise, we appreciate your patience and understanding as we work diligently to resolve it. Most virtual sessions are recorded and will be available to view on demand until Monday, August 14 at 8:00 AM PT.
Robert Bogue
Robert Bogue has led change projects for three decades. As a recovering technologist, he’s changed the way people work as he changed the technology. He’s the author of 28 books and has been a Microsoft MVP for 20 years. His work has transformed corporations, government, and quasi-government organizations. It’s not about the technology, but he leverages his strength in technology and human systems to create change that is sustainable and transformative for organizations of all sizes and shapes.
Terri Bogue
Terri Bogue has a passion for helping people be healthy and happy, both physically and emotionally. As a clinical nurse specialist with over 30 years of experience in nursing, she understands how difficult healthcare and life is for patients and providers. Through this experience, she has developed tools that support healthcare providers in delivering effective and compassionate care to their patients and themselves and reducing healthcare-associated infections. She inspires people to learn what boundaries are and how to maintain them, both professionally and personally, cool down a conflict during heated situations, and prevent and recover from burnout.