Conducting Difficult Conversations
“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.
Delivery approach: 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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