Managing Difficult Conversations

One Day • Instructor-led

Managing Difficult Conversations is designed specifically for supervisors and managers dealing with difficult conversations in the workplace.
Participants will learn the benefits of positive intent, active listening skills, and asking strategically relevant questions to get to the heart of any conflict or situation. Participants will study the processes of framing their conversations, selecting environments beneficial to their conversational goals, and creating safe environments when speaking. These tools will ultimately help learners get to the root of any problem.

Course Outline

Lesson 1: Choosing to Have the Conversation

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

Lesson 2: Toolkit for Successful Conversations

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

Lesson 3: Choosing the Time and Place

Lesson 4: Framework for Difficult Conversations

  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template

Lesson 5: Staying Safe

Lesson 6: Testing the Waters

  • Recommended Reading List
  • Post-Course Assessment