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Having Difficult Conversations
Tough discussions with a direct report, peer, boss, supplier or customer can arise in a variety of situations. This course will show you how to prepare for these challenges and increase the likelihood of a successful outcome for everyone involved. This course runs in Perth and select regional locations.
1 Day
Overview
We all face difficult conversations at some stage in our lives. These scenarios can arise in a variety of situations including performance management, discipline, personal issues, redundancy, interpersonal conflict and customer service. This course will give you the skills and confidence to tackle these conversations and increase the likelihood of a successful outcome for all parties.
Who will benefit
Supervisors, managers and team leaders who are required to resolve difficult situations by speaking directly with their colleagues, suppliers or customers. This course will also be applicable to people who do not have direct supervisory responsibilities but need to initiate difficult conversations at work.
Content
- How to have difficult conversations
- Identifying the three critical elements of interpersonal issues
- Our reactions under stress
- Understanding others’ point of view
- Signs that a conversation is starting to become a ‘difficult’ conversation
- Identifying facts versus stories
- Managing your own emotions
- Active listening and effective questioning techniques
- Tips for starting a difficult conversation well.
Learning Outcomes
You will learn to:
- Approach difficult conversations with more confidence
- Identify your personal signs of stress
- Discover techniques to maintain calm during difficult conversations
- Show focus on a ‘win-win’ attitude when dealing with sensitive issues
- Confront difficult issues directly while maintaining relationships
- Demonstrate empathy through active listening and effective questioning skills
- Use techniques for building rapport
- Apply skills across a variety of settings including performance discussions.
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