Do you need to give some critical feedback or deal with underperformance? Is there a sensitive issue at work that you’ve been avoiding? Do you need to give someone some bad news?

This workshop will help you to manage your difficult conversations at work. You will be introduced to a framework for structuring your conversations and discover what is at stake for both parties. You will also learn how to analyse, prepare for and begin your conversation, as well as staying on track and agreeing actions. 

This workshop is for you if…

You need to have challenging or courageous conversations with your staff.

Outcomes

After taking this workshop you should be able to:

  • say what is at stake during difficult conversations
  • draw on a range of tools and techniques to manage your conversations more effectively
  • use difficult conversations to develop relationships with your team

Workshop Outline

Understanding difficult conversations

  • What are difficult conversations?
  • Choosing whether to have or avoid a conversation
  • Case study – David and Cheryl
  • Having difficult conversations toolkit

Setting the context

  • Understanding the 3 conversations: ‘What happened’, ‘Feelings’ and ‘Identity’
  • From blame to contribution
  • The ladder of inference
  • What are the feelings?
  • Understanding human needs

Planning your difficult conversation

  • Knowing your purpose and ideal outcome
  • Your conflict handling preferences
  • Questions to ask when preparing
  • A difficult conversations framework

Opening your difficult conversation

  • Starting from the ‘third story’
  • Managing your emotions
  • Opening your conversation

Staying on track

  • Communicating effectively
  • Showing empathy
  • The five levels of listening

Problem-solving and agreeing actions

  • Exploring ideas and options
  • Being open minded
  • Taking control of the conversation

Your difficult conversation

  • Practical exercises, self-reflection and feedback

Course information

Public Training Dates 2020  
February 27-28 June 25-26 September 28-29
December 3-4    

Length: 2 days

Venue: Professional Development Centre, Toa Payoh

Course fees: $954.44 (including GST)