Managing Difficult Conversations

Overview

Strong professional relationships require energy and commitment, they provide the key foundation for managing conversations we might perceive to be difficult. This course will enable you to increase your confidence when dealing with conflict and inspire you have hold vital conversations.

This course is suitable for individuals and managers who need to learn or refresh their skills with direct reports, colleagues and customers.

Objectives

By the end of the training course, you will:

• Have developed a new confidence to manage challenging conversations.
• Understand how the environment, online or in person, influences how people behave and which strategies to use in different environments.
• Understand your limiting beliefs about situations, people and conflict.
• Understand more about personality traits and behavioural flexibility.
• Learn how to use assertive behaviour and transactional analysis
• Have practiced the skills and received feedback to enhance your level of competence
• Learn how to apply the strategies to numerous situations and increase the likely hood of a successful outcome.
• Explored how to keep your own mental wellbeing and others positive.
• Understand how your company policies and processes can support you in holding vital conversations.

Thoroughly enjoyable and very good for the situation at hand

Course Content

Environment

• The impact of environment – Online, in person why does it matter?
• The Distinction Between Difficult and Different.

• Understanding the communication process - my world, my way.
• Acknowledging needs, expectations, and values.
• Personality traits and preferences – different or wrong?
• Understanding behavioural flexibility and how to do it.

Managing Myself and Others

• Self-awareness first - holding up the mirror and asking, ‘is it me’?
• Identifying personal triggers.
• Spotting behaviours which don’t help.
• Recognising emotion, truth, and choice.

Skills

• Understanding intent matters.
• Incisive questions.
• Listening beyond the reply.
• Building rapport.
• The confidence to be honest.
• Resolving conflict through discover-define-decide.
• Moving situations forward.
•  A More Flexible Approach.
  • Relationship dynamics for long term success

*Membership from £100+VAT per annum - join now and save on training