Understanding Critical Conversations

Understanding Critical Conversations

Learning Objectives

Define Critical Conversations and explain their importance in a retail environment. Understand Daniel Goleman's Emotional Intelligence model and its role in managing critical conversations.

What do you already know about Critical Conversations and Emotional Intelligence?

Definition of Critical Conversations

Dialogues that address significant issues where the outcomes can greatly impact business operations or relationships.

Importance of Critical Conversations

Critical conversations are essential in retail settings to address significant issues that impact business operations and relationships.

Overview of Emotional Intelligence

Emotional Intelligence (EI) refers to the ability to understand and manage one's own emotions, as well as those of others.

Daniel Goleman's Emotional Intelligence Model

Understand Daniel Goleman's model of Emotional Intelligence and its influence on the outcome of critical conversations.

Interactive Activity

Engage in discussion groups to tackle common retail management problems and share insights with the larger group.

Recap and Summary

Review the key points covered in the lesson and summarize the importance of Critical Conversations and Emotional Intelligence in a retail environment.

Definition List

Critical Conversations: Dialogues that address significant issues where the outcomes can greatly impact business operations or relationships. Emotional Intelligence (EI): The ability to understand and manage your own emotions, and those of the people around you.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.