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  • Managing Difficult Workplace Conversations: Goals, Strategies and Outcomes

    Author(s)
    Bradley, Graham L
    Campbell, Amanda C
    Griffith University Author(s)
    Bradley, Graham L.
    Campbell, Amanda C.
    Year published
    2016
    Metadata
    Show full item record
    Abstract
    Many conversations involve sending or receiving "bad news". These conversations are often dreaded, poorly executed, or avoided altogether. Ways need to be found to make them less difficult and more productive. We explored these issues through three methodologically-diverse studies. Study 1 comprised in-depth interviews with 24 nurse managers. Interviews shed light on the characteristics of difficult conversations and strategies for making them less awkward and more successful. Study 2 was a survey investigating relationships between six dimensions of supportive communication and participant satisfaction with a difficult ...
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    Many conversations involve sending or receiving "bad news". These conversations are often dreaded, poorly executed, or avoided altogether. Ways need to be found to make them less difficult and more productive. We explored these issues through three methodologically-diverse studies. Study 1 comprised in-depth interviews with 24 nurse managers. Interviews shed light on the characteristics of difficult conversations and strategies for making them less awkward and more successful. Study 2 was a survey investigating relationships between six dimensions of supportive communication and participant satisfaction with a difficult superior-subordinate conversation. Study 3 experimentally manipulated two supportive communication behaviors, plus a third variable, face-work. Together, these studies show that successful outcomes from difficult workplace conversations require the parties to balance task and relational goals, with the latter particularly dependent on acts of empathy and face-giving.
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    Journal Title
    International Journal of Business Communication
    DOI
    https://doi.org/10.1177/2329488414525468
    Subject
    Industrial and Organisational Psychology
    Social and Community Psychology
    Publication URI
    http://hdl.handle.net/10072/67592
    Collection
    • Journal articles

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