The document defines a conversation as a verbal expression of ideas, opinions, and emotions between two or more people. It then lists Preston McCauley's contact information.

1. Conflict & Conversations
Conversation: A Verbal expression of ideas, opinions, and emotions
between two or more people.
Ways To Reach Me:
@uidesignguide uidesignguide.com
clearsitedesigns.com prestonmccauley.com
Preston McCauley
Monday, June 18, 12

2. What Will We Explore? 2
■ What Am I About?
■ The Impact of Conversational Problems
■ A Look Into Conversations
■ Behaviors To Practice
■ Key Reminders
Monday, June 18, 12

3. Practice
Practice, Practice, Practice
Monday, June 18, 12

4. The Impact of
Conversational
Problems
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5. Impact : Stress 5
■ Pain & Suffering
■ Lower Energy Levels
■ Uncontrollable Feelings
■ According To: AMA © 2012 American Heart Association, Inc.
Monday, June 18, 12

6. Impact: Motivational Loss 6
■ “Why bother” attitude sets in
■ Decreased productivity
■ Fun work becomes less exciting
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7. How do you avoid these? 7
■ Pain & Suffering
■ Lower Energy Levels
■ Uncontrollable Feelings
■ “Why bother” attitude sets in
■ Decreased productivity
■ Fun work becomes less exciting
Monday, June 18, 12

8. Clients From Hell 8
■ How would you react to these
statements if they were directed at
you?
Monday, June 18, 12

9. Clients From Hell 9
■ "The only thing that you can do is take your design
and throw it in the fucking garbage!"
■ "It’s perfect! Just one thing. We have that contact
form on Contact Us page, I want you to remove that
and give our email address instead. And make it into
a riddle so they have to solve it to get the email. We
want to ‘engage’ our visitors."
■ "I’m not paying you anything extra to do the website
because it is simply a matter of pushing the right
buttons. I know how to push buttons."
Source: Clientsfromhell.net
Monday, June 18, 12

10. Clients From Hell
Return To Hades 10
■ CLIENT: I’m not too sure about the blue…
■ ME: Actually, that’s green.
■ CLIENT: Who’s the client?
■ ME: You.
■ CLIENT: And what color is it?
■ ME: …blue?
■ CLIENT: Right. Now let me see what other shades of blue we have. We
settled on pine-tree ”blue.
Source: Clientsfromhell.net
Monday, June 18, 12

11. Clients From Hell 11
■ What might be your next line of
dialog?
■ Do you feel you were crafting a
response to the uncomfortable
situation or responding more out of
instinct?
Monday, June 18, 12

12. A Look Into
Conversations
A Verbal expression of ideas, opinions, and emotions between two or more people.
Monday, June 18, 12

13. Audience Activity 13
■ FIND A PERSON NEXT TO YOU
■ DESIGNATE ONE PERSON THE TALKER
Should be the only only one talking.
■ THE OTHER PERSON BECOMES THE LISTENER
Instead of talking you should be taking notes about
anything you find interesting about the talker. Things
like behavior, eye twitches, voice inflection, etc....
Monday, June 18, 12

14. Audience Activity 14
■ THE TALKER SCENARIO:
You are the executive upset with the design
manager missing a crucial timeline this
morning. This slip delays the product
launch. The company will lose thousands of
dollars each day the product doesn’t
launch. This is not the first time this has
happened.
■ Be Vocal
■ Be Over The Top
■ Be Hysterical
Monday, June 18, 12

15. Audience Activity 15
■ GUESS THE BEHAVIOR
Now comes the hard part. The talker must try and
guess what items the The listener wrote down.
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16. Audience Activity 16
■ Did you discover that it was hard to identify your
own behavior?
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17. Mini Recap 17
■ Conversations Cause Negative & Positive Impact
■ No Two Situations Are Alike
■ Understanding & Controlling Behavior is Key
■ Practice
■ “Clients From Hell Site” is awesome!
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18. Problem Conversation Types 18
■ Known Conversations
■ The Unknown Conversations
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19. “During the course of seven years I
played scenes with an oil slick,
I played a scene with a grain of rice.
Sometimes with indescribable
creatures.
I remember having a conversation
with something which was simply a
smell, that's all.
It was part of our job.”
19
Patrick Stewart
Monday, June 18, 12

20. Unknown
Conversations 20
■ Hallway Conversations
■ Poop & Swoop
■ Employee Issues
■ Financial Problems
■ Marital Problems
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21. Primal Instincts 21
“Under great stress the process of thinking is usually
characterized by loss of concentration, inability to
perceive new information(to learn), hampered short-
term memory, lack of initial planning of your actions..
Think Quest
Monday, June 18, 12

22. In A Critical Conversation 22
■ Your Pulse Quickens
■ Confusion Sets in
■ Decision Making is Difficult
■ Emotions on Autopilot
■ Adrenaline Fueled
Monday, June 18, 12

23. How Can You Control A
Critical Conversation? 23
?
? ?
Monday, June 18, 12

24. C.A.L.M 24
Control Your Breathing
Assess Your Goal
Look For Signs
Move Towards Your Goal
Monday, June 18, 12

25. Control Your Breathing 25
■ 1, 2 , 3 - Deep Breaths
■ Reduce Your Stress Level
■ Bring Clarity Back to Your Brain
■ Start to Form and Evaluate Your Thoughts
■ Isolate Your Emotions
Monday, June 18, 12

26. Assess Your Goal 26
■ What’s Your True Goal?
■ Is It Achievable in This Conversation?
■ What Conversational Paths Must We Take To
Reach It?
■ Avoid Goal Jumping
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27. Look For The Signs 27
■ Behavioral & Verbal Cues
■ Goal Jumping
■ Stalemates
Monday, June 18, 12

28. Move Towards
Your Goal 28
■ Form Positive Conversation Paths
■ Avoid Goal Jumping
■ Set An Action Plan
Monday, June 18, 12

29. Conversational
Techniques 29
■ ESTABLISH SAFETY
Is the conversation hostile?
■ COMPARE & CONTRAST
I know how you might feel this way, but I’m really
trying...
■ AVOID AVOIDANCE
Don’t put off a critical conversation too long.
■ SET EXPECTATIONS
Clearly define your expectations
Monday, June 18, 12

30. 5 Keys To Successful
Conversation! 30
■ STAY C.A.L.M
■ KNOW YOUR BEHAVIOR
What happens when you get into a conversation
■ KNOW YOUR GOAL
Know what you want to get from the conversation
■ DEFINE AN ACTION PLAN
Define what should happen after the conversation
■ ACCOUNTABILITY
Hold each party accountability for the action.
Monday, June 18, 12

31. Resources To Further Your
Knowledge 31
Monday, June 18, 12

32. Successful Conversations
A Verbal expression of ideas, opinions, and emotions between two or more people.
32
“BE A BAD ASS LIKE WALT”
Monday, June 18, 12

33. Successful Conversations
A Verbal expression of ideas, opinions, and emotions between two or more people.
33
IMAGE ATTRIBUTION - Flickr Creative Commons
■ Pete Radocaj
■ bottled_void
■ HAROLDO FERRARI-HAROLDO ...
■ anitakhart
■ Goldmund100
Monday, June 18, 12

34. Successful Conversations
A Verbal expression of ideas, opinions, and emotions between two or more people.
Ways To Reach Me:
@uidesignguide uidesignguide.com
clearsitedesigns.com prestonmccauley.com
Preston McCauley
Monday, June 18, 12