## Managing Difficult Conversations Training

Managing Difficult Conversations Training

Course Outline by Dana Harris

Course Overview

We've all had the experience of that knot in our stomach when we know we have to have a difficult conversation at work. Whether it's turning a conversation around undesirable performance, navigating through competing members of the team or providing constructive criticism, these are the moments that challenge our acumen as a leader more than anything else. But most of us have learnt how to handle difficult conversations through trial and error, walking away from the experience thinking we could have done better.

If a tough workplace conversation on the way, will you be ready? This is personal training that changes everything about how you handle difficult conversations at work. Instead of dodging or being blindsided by these conversations, you'll become empowered to openly and gracefully confront tough topics with professionalism and with heart. The program is based on the real world you encounter every day, giving you practical tools that work when emotions are high and the stakes feel monumental.

By engaging in interactive learning and practical application, attendees will learn powerful ways of navigating when the going gets tough with evidence based communication skills. You'll learn how to remain centred when colleagues drive you crazy, transfer your work skills to the personal arena, go from settling for what you have to getting what you can work with and achieve, and generate a resolution that can strengthen working relationships rather than damage them.

Learning Outcomes

Upon completion of the regimen program, trainees will:

Before you open your mouth, plan for difficult conversations with structured planning frameworks.

Keep your cool when you are in an argument or conversation where emotions are racing.

Provide feedback in a way that raises spirits, instead of deflating them.

If the author gets defensive, expertly steer their defensive response with empathy while keeping the conversation going.

Delve into areas of agreement when views are poles apart

Own their own emotional triggers and then respond instead of react to them.

Build psychological safety to foster honest, open conversation

Plan follow up activities to ensure permanence of the change and of the coaching experience

Acknowledge signs of increasing conflict resolution and act on them early on.

Create better office relationships with straightforward, respectful communication

What You Will Learn

Module 1: Foundation Skills

The psychology behind hard conversations

Discovering your own communication style and how you tend to be triggered

Establishing the right atmosphere for difficult conversations

Pre conversation planning and mindset preparation

Module 2: Core Communication Techniques

Active listening techniques that lower the tension

Language that facilitates cooperation, rather than defensiveness

Nonverbal cues that reinforce what you're saying

Replacing snap assumptions with open minded curiosity

Module 3: Controlling Your Emotions and Reactions

Strategies to remain calm when the talk turns to hot air

Crisis recognition and response strategy Recognition and response to emotional escalation with a crisis situation.

Improve your ability to manage your own stress responses

Leaving room for others to digest hard news

Module 4: Specific Conversation Types

Performance management discussions

Conflict mediation between team members

Addressing inappropriate workplace behaviour

Delivering unwelcome news or decisions

Handling complaints and grievances

Module 5: Advanced Strategies

Working with particularly challenging personalities

Training approaches for resolution of complex issues

Building accountability without creating resentment

Repairing relationships after difficult conversations

Module 6: Follow Through and Sustainability

Creating action plans that stick

Monitoring progress without micromanaging

Knowing when to escalate to HR or further up the ladder

Developing a culture in which it feels natural to have tough conversations

Training Methodology

This program integrates theory with a strong exposure to practical work. Learners practice real role plays in scenarios relevant to your workplace, they receive feedback on their approach and build a toolbox of techniques for dealing with difficult situations. With small group discussions and opportunities for peer learning you'll be assured that everyone (instructors included) learns from the variety of perspectives and experiences.

The approach focuses on developing your natural communication strengths rather than trying to be someone you're not. You will learn approaches that are true to the way you lead, and you will stretch your ability to deal with higher level interpersonal challenges.

Concluding Remarks

No longer must difficult conversations be career limiting crucibles that leave you lying awake at night. With the proper planning, mindset, and skills, these challenging situations can be opportunities to lead, inspire trust, and bring about positive impacts for your organisation.

You will learn skills that are not for the office only but for home. The communication skills you'll develop can be applied to all areas of your life where honest, respectful conversations are important. Walk away with confidence, a practical approach to hard talks and knowing how to navigate potentially heart damaging moments into relationship strengthening experiences.

Best yet, you reduce all the conversations that matter most. Instead of too many small things growing into big things you're putting out fires before they start to burn, allowing all parties to work in a much less toxic environment.

Offered in Brisbane, Melbourne, Perth, Adelaide and Online.