Managing Difficult Conversations
Managing Difficult Conversations
Location: Adelaide Course Outline
Course Overview
There are times in every leader's career when they must have the conversations they wish they never had to have. Whether discussing performance issues, ending office tension or issuing bad news, these conversations are an unavoidable yet essential aspect of managing. It's not about avoiding the discomfort altogether but about mastering the skills to manage those conversations well.
This in-depth course is for managers, team leads, and Business professionals who are ready to change the way they have challenging conversations. Instead of avoiding or failing at these essential conversations, module participants will develop specific skills that results in successful outcomes and respectful working relationships.
Based on evidence based communication models and real cases, this course equips participants with the skills to structure difficult conversations with clarity, empathy and purpose. The emphasis is on developing real skill, not learning scripts, so participants can handle varying scenarios and personalities.
Learning Outcomes
After finishing this course, learners will be able to:
Strategically prepare for tough talks in a framework that minimises fear and maximises effectiveness
Deal with emotions—both their own and others'—in crucial conversations
Use active listening skills that relax instead of inflame tensions
Steer defensive behaviours with ease and keep conversations productive
Frame conversational interactions to be solution oriented instead of filled with blame or impossible to change past woes
Effectively follow up to assure that agreements are executed and relationships remain intact
Announce the early warning signs of workplace problems before they grow into serious disputes
What You Will Learn
Module 1: The Base of All Tough Conversations
Knowing why we don't have hard conversations and the power of sitting face to face
The psychology of defensive reactions and how to engage with them
Constructing your own arsenal for confidence in difficult conversations
Creating space and timing for sensitive talks
Module 2: Preparation Without Over Preparation
How to plan for conversation like you mean it
How to establish clear goals without scripting everything out
Anticipating possible responses and preparing adaptable responses
Information gleaned vs assumptions and recognising the difference
Module 3: Handling the Conversation Flow
Structural ways to begin hard conversations that minimise defensiveness
How to keep emotions in check in stressful situations
Active listening skills that help people feel heard, even when they disagree
Asking questions to help direct the conversation to resolution
Module Four: How to Handle Tough Responses
Identify different difficult behaviour and matched responses
Working with denial, anger, crying, and withdrawal
When you share nothing in common but are opposing each other completely
Recognising the need to stop, postpone, or bring in others
Module 5: Moving Toward Resolution
Transitioning from identifying a problem to solving it
Developing agreements that people will actually carry out
Documentation strategies that save the corner and make it safe for everyone
Strengthening connections through open and honest communication
Module 6: Follow Up and Prevention
Powerful follow up strategies for lasting change
Monitoring progress without micromanaging
Knowing when to have more conversation
It is about creating a culture where the hard conversations are ordinary and constructive.
Course Delivery Method
This course is interactive in nature enabling one to put theory into practice. Delegates will also participate in role play exercises within fun group scenarios to learn communication skills and receive individual feedback on their performance. Participants prepare for the role plays with common workplace scenarios they encounter every day to keep the learning relevant and immediately applicable.
Who Should Attend
Team leaders and supervisors
Middle and senior managers
Human resources professionals
Business owners
Anyone who is managing relationships at work and performance
Concluding Remarks
Mastering hard conversations is the most important skill in the development of great leaders. Leaders who are able to confront problems head on in a diplomatic way, are able to build healthier workplace cultures, higher performing teams and reduce some of the anxiety of unresolved issues.
The course offers actionable steps that can be taken today, and the confidence that only comes with guided practice. Instead of avoiding these necessary conversations, participants will come away able to address them both professionally and successfully, for a win win outcome.
The time spent learning and practising these skills pays off in the form of less drama at work, great team dynamics, and the reward of knowing you handled difficult things well.