Managing Difficult Conversations

Managing Difficult Conversations for a Single Unique User Course (Online subscription only)
 
 
 
Managing Difficult Conversations
 
We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.
 
 
 
This workshop will help you teach participants how to:
 
 
 
Define the frame of reference
 
 
Establish a positive intent and the desired outcome
 
 
Use good communication skills during a conversation
 
 
Draft a script for a difficult conversation
 
 
Use specific steps to carry out a difficult conversation
 
 
Access additional resources as required
 
 
Maintain safety in a conversation
 
 
 
 
Course Overview
 
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
 
 
 
Choosing to Have the Conversation 
 
Your first step in managing a difficult conversation (even if it happens suddenly) is to consider the potential outcomes and decide whether or not the conversation has enough value for you. This session will show participants ways to consider the consequences, as well as how to explore their frame of reference, establish positive intent, and identify what they want from the conversation.
 
 
 
Toolkit for Successful Conversations
 
Good communication skills are crucial for a successful conversation. This session will give participants tools for managing their body language, speaking persuasively, active listening, asking questions, and using probing techniques.
 
 
 
Choosing the Time and Place
 
This session will give participants tips on choosing a good meeting place and time for a difficult conversation (if they have that option).
 
 
 
Framework for Difficult Conversations
 
Next, participants will explore a seven-step framework for difficult conversations. They will also create a template to help them plan future conversations.
 
 
 
Staying Safe
 
In this session, participants will learn how to handle conversations which might be a threat to their safety.
 
 
 
Testing the Waters
 
To wrap up the course, participants will role-play a difficult conversation that they have recently encountered.