Having Difficult Conversations

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.

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

Find out why you should choose us and how we deliver our workshops face-to-face or online.