Managing Difficult Conversations

LEARNING OUTCOMES:

• Define frame of reference
• Establish a positive intent and a 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 & CONTENT:

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.

Choosing to Have the Conversation

• Considering the Consequences
• Establishing Your Frame of Reference
• Establishing Positive Intent
• Identifying the Desired Outcome

Toolkit for Successful Conversations

• Managing Your Body Language
• Speaking Persuasively
• Active Listening
• Asking Questions
• Probing Techniques

Choosing the Time and Place

• Tips On Choosing a Good Meeting Place
• Time For a Difficult Conversation

Framework for Difficult Conversations

• What’s Your Purpose?
• Steps for a Difficult Conversation
  • A Seven-Step Framework For Difficult Conversations
• Creating a Conversation Template

Staying Safe

• How to Handle Conversations Which Might Be a Threat to Their Safety

Testing the Waters

• Role Play a Difficult Conversation That They Have Recently Encountered