Conducting Difficult Conversations
Conducting Difficult Conversations Training
“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. For Conducting Difficult Conversations Training in Northern Ireland, the experts from Elite Training are able to deliver in this effective half-day course.
- 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?
- Personal responses to difficult conversations
- Common mistakes
- Transactional Analysis: Eric Bearne’s Model (incl. application)
- Prepare & structure a difficult conversation
- Communication styles and choice of phrasing
- Aiming to listen and understand
- Reaching an agreement
- De-escalating aggression or defensive responses
- Effectively ending the conversation
- Skills Practice
- Course Summary
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