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PDMDC: Managing Difficult Conversations

Guaranteed to Run Scheduled Fully Booked
Location
Wellington
Nov 2020
10
Code: PDMDC
Length: 1 Day
Overview

Managing Difficult Conversations requires specialised knowledge and skill development because they can be challenging to handle without this support. During this training course, participants are taught how to develop an understanding of where, when, why and how to conduct difficult conversations.

Delivery format(s)
On-Site
On-Site
Classroom
Classroom
OBJECTIVES
Managers, team members, owners and employees need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.Understanding, empathy and emotional intelligence skills development are necessary qualities that help you control difficult conversations before, during and after they occur, so that you can achieve the desired outcome. Giving critical feedback or dealing with highly-emotional staff can be a challenge, so we designed this course to help you gain not only the skills, but the confidence to manage them appropriately.This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieve professional success.This course is delivered in partnership with PD Training.
PREREQUISITES

None.

WHAT YOU’LL LEARN

After completing this course, participants will have learned to: 

  • Predict the results of a conversation
  • Establish the intent of a conversation
  • Identify the desired outcome
  • Manage their body language
  • Speak persuasively
  • Listen actively
  • Use probing techniques
  • Ask the right questions at the right time
  • Establish the purpose of a difficult conversation
  • Create a conversation template
  • Create a personalised action plan
  • Use communication skills to influence and control
  • Maintain safety in a conversation
  • Choose an appropriate place for a conversation
  • Understand and analyse the other person
  • Stay in control of the conversation throughout
COURSE OUTLINE

Managing Difficult Conversations requires specialised knowledge and skill development because they can be challenging to handle without this support. During this training course, participants are taught how to develop an understanding of where, when, why and how to conduct difficult conversations.  

The goal of this course is to empower professionals to be in control of a difficult conversation at all stages of it, so that they can achieve the desired outcome. It is a necessary skill in the management of human resources, handling of irate customers and team management.

Lesson 1 - Introduction
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Lesson 2 - Choosing to Have the Conversation
  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome
Lesson 3 -Toolkit for Successful Conversations
  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques
Lesson 4 - Choosing the Time and Place
  • Weighing urgency
  • Privacy
  • Consideration
  • Transparency and presence of 3rd parties
Lesson 5 - Framework for Difficult Conversations
  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template
Lesson 6 - Staying Safe
  • Anticipating conflict
  • Mutual respect
  • Common ground
  • Staying in control
  • When to walk away
  • When things don't work
Lesson 7 - Testing the waters
  • Practice and review in class
Lesson 8 - Wrap up
  • Course review
  • Action plan

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