Difficult Conversations


   3 Month Access - $99
   6 Month Access - $149
  12 Month Access - $249

Preparing for a Difficult Conversation

Overview/Description
For managers, approaching a difficult conversation – whether it’s with a direct report, colleague, or manager – can provoke feelings of anxiety and discomfort. What may initially appear to be an emotionally charged conversation can, however, prove to be a fruitful and meaningful discussion. Managers can turn what normally represents a difficult encounter into a positive experience. This requires a solid understanding of what constitutes a difficult conversation and a firm grasp of how to prepare for it. This course introduces the essentials of difficult conversations, including an explanation of what they are and why they’re difficult, how to manage the stress commonly associated with them, and how to prepare for and deal with them.

Target Audience
Management level employees wanting to develop or refine their skills in delivering a difficult message to their direct reports, colleagues, or superiors

Expected Duration (hours)
1.0

Lesson Objectives
Preparing for a Difficult Conversation

  • identify the guidelines to follow to determine when to have a difficult conversation
  • recognize examples of the steps to take to change your negative internal monologue to a constructive one
  • recognize the stages for preparing for a difficult conversation that have been followed in a given scenario
  • identify the statements or actions made by a manager that indicate the right frame of mind during a difficult conversation
  • identify the appropriate mind-set to have when approaching a conversation

 

Having a Difficult Conversation

Overview/Description

Having a difficult conversation can be an uncomfortable experience that causes anxiety for even the most experienced managers. When properly carried out, however, what threatens to be an emotional confrontation can be a meaningful and constructive experience. It’s up to the manager to turn a difficult encounter into a positive experience. However, this requires a good understanding of the methods that can be used to commence the conversation and keep it on track. This course explains the methods that can be used to have successful difficult conversations. These methods include sticking to an agenda, stimulating open dialogue, and connecting with the subject. It also explores how you can learn from the experience and share perspectives, find mutual understanding, and work with the subject to design an action plan.

Target Audience
Management-level employees wanting to develop or refine their skills in delivering a difficult message to their direct reports, colleagues, or superiors

Expected Duration (hours)
1.0

Lesson Objectives

Having a Difficult Conversation

  • sequence the steps needed to create progress in a difficult conversation
  • recognize characteristics of the appropriate communication style for difficult conversations
  • recognize examples of invitations to dialogue using strength-focused communication
  • recognize the guidelines to follow to come to a mutual understanding of the situation that have been followed in a given scenario
  • make progress in a difficult conversation under a given scenario

 

 

 

Handling Difficult Conversations Effectively

Overview/Description

The most effective managers know that, when faced with difficult conversations, the ultimate goal is to produce positive outcomes. While they can represent an emotional confrontation, these discussions can also be meaningful and constructive. This course identifies the common challenges of difficult conversations and explores the strategies that can be used to handle them. Challenges can include a subject who’s not willing to engage in conversation or who looks to place the blame on you. By using various strategies and techniques to overcome these challenges, you can keep the conversation on track, manage your emotions, and progress the conversation to produce positive outcomes.

Target Audience
Management level employees wanting to develop or refine their skills in delivering a difficult message to their subordinates, colleagues, or superiors

Expected Duration (hours)
1.0

Lesson Objectives

Handling Difficult Conversations Effectively

  • recognize examples of challenges you may encounter in a difficult conversation
  • match challenges you may encounter in difficult conversations to the strategies for dealing with them
  • determine which guidelines for reframing a difficult conversation have been followed appropriately in a given scenario
  • match ways of creating validation to examples
  • recognize examples of the steps to take to handle criticism in a difficult conversation
  • handle a difficult conversation



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