Conducting Difficult Conversations
Conducting Difficult Conversations Training
Target Audience: Generally managers or any persons who have to deliver difficult messages
“A difficult conversation is a situation in which at least two parties are engaged where (a) there are differing opinions, perceptions, and needs/wants, (b) feelings and emotions run strong, and (c) the consequences or stakes are significant.” — J. Russell (2009).
Difficult conversations often become emotionally charged. Consequently, fear of how the conversation may go can put people off tackling them altogether.
- Provide delegates with pragmatic approaches to prepare for and conduct difficult conversations
- Encourage self-reflection to identify and control personal reactions to difficult conversations
Heavy focus on practical skills development using work-related scenarios and exercises. Limited use of MS PowerPoint.
- What is a difficult conversation?
- Types of difficult conversations
- Emotional intelligence and understanding how self and others react to difficult conversations
- The need for effective communication and using appropriate communication styles • Preparing for a difficult conversation
- Structuring communications including influencing & negotiating methods
- De-escalating aggressive or defensive responses
- Ending the conversation constructively
- Skills Practice
- Course Summary
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