Management and Leadership Courses
Holding Difficult Conversations
Course Overview
Employees are not always perfect. Sometimes, they mess up, fail to show up, miss deadlines and commitments, trample expectations, sport messy work areas, and behave inappropriately with co-workers. All of these situations, and many more not mentioned, require difficult conversations, and a difficult conversation can make the difference between success and failure for a valued employee or, at least, an employee in whom you have invested valuable training and time.
This is a one day workshop is designed to give managers, supervisors and front line staff an opportunity to explore and practice the skills involved in having difficult conversations with people so that they might conduct them more effectively.
Course Objectives
By the end of this workshop you will;
- Be able to take a strategic approach to discussions – to get more of what you want
- Know how to remain polite and friendly – even in difficult circumstances
- Be better able to handle emotions safely – both yours and your conversation partners
- Be able to deal more confidently with the toughest of situations
Course Content
Setting the Scene
- Typical situations
- What makes a conversation difficult?
- Dealing with concerns
Preparing for the Conversation
- Taking a strategic approach
- Clarifying your aim and desired outcome
- Contingency planning
- Other considerations
Holding Difficult Conversations
- Getting started
- Staying on track
- Effective communication skills
- Responding to difficult situations
Personal Control
- Remaining calm
- Maintaining control
- Being confident
Reflection and Personal Action Planning
