Managing Difficult Conversations

Managing Difficult Conversations

Training Course Outline

By Dana Harris, Business Special to the Star

Course Overview

Right? All business leaders come to those times that they have to make their way through difficult conversations that can either make or break any relationships, any team dynamics, and the reality of being able to really grow a truly successful organization. This complete training program shifts your mindset from dreading discussions to seeing positive results and opportunities for growth every time you have one of those tough talks!

Based on proven models and case studies from business life in Australia, this program frames the participants’ toolkits with techniques that are effective when emotions are getting high and the stakes are highest. Instead of shying away from challenging discussions, or fumbling them, you’ll learn how to confidently and competently tackle tough questions face-on, with respect and, in the process, build relationships.

It is a mix of theory and practical action, with the aim of participants going home with tools they can use, rather than a good intention. Using role-plays, case studies, and feedback sessions, you'll learn how to transform what might be damaging confrontations into constructive problem-solving encounters.

Learning Outcomes

Describe the content of this course and what you can expect to learn.

Core Competencies:

Systematically Prepare for Difficult Conversations with a Proven Framework

Start challenging conversations in those kinds of ways to promote engagement and reduce defensiveness.

Stay calm and clear-headed when a conversation becomes heated

Offer feedback that encourages positive change, rather than resistance.

Assist them in processing their emotional reactions by confidently handling their crying, anger or denial

Advanced Skills:

Turn conflicts into collaborative problem-solving opportunities

Develop Actionable Follow-Up Plans for Sustainable Change and Accountability

Deal with their own anxiety and stress in these kinds of conversation situations

Match the communication style with various personalities and cultures

Manage challenging situations being it performance related, personal issues impacting work, clashes within the team etc.

Leadership Development:

Establish trust and credibility through being honest and respectful.

Develop a culture where it is safe to shine a light on the hard and have open conversations that are constructive in nature about them.

Build emotional intelligence and self-awareness under pressure

Generate ‘safe’ discussions amongst team members where it is safe for them to be in pain.

What You Will Learn

Module 1: Groundwork and Mindset Why challenging conversations are crucial for your growth in business and personal leadership. You’ll learn the common ways conversation goes off the rails and develop a growth mindset that will help you eagerly leap over challenges. This module sets the psychological groundwork for understanding why tough conversations need not be feared.

Module 2: Strategic Preparation Learn the science of preparing completely without over-thinking. You'll find out how to gather important information, what objections you might face, and how to emotionally prepare yourself for different responses. This strategic methodology converts panic to assuredness by being physically prepared.

Module 3: Opening & Framing Techniques Learn exact language patterns and conversation starters that lower defenses and foster collaboration from the very first interaction. They practice different opening strategies for different kinds of hard conversations, from performance problems to conflicts among colleagues.

Module 4: Emotional Dynamics Be a cool cucumber when others are angry, upset or shut down. Discover handy strategies for de-escalation, for managing your own emotional state, and maintaining a productive conversation even when things feel like they get too fiery or emotional.

Module 5: Feedback & Problem-Solving Turn critiques into collaborative process of become better. Be intimate with the tension involved with literally confrontive descriptions, and also be respectful of everyone and give them dignity. Learn to concentrate on behaviors and results, not personal features.

Module 6: Content - Development of Action Plans and Follow-Up Make certain your hard talks result in sustainable positive change by implementing successful follow-up techniques. Create accountability systems where people can become better without feeling punitive or micromanagey.

Module 7: Advanced Techniques and Complex Scenarios Learn to navigate the most difficult and sensitive issues, including ongoing poor performance, personal matters impacting work, tension among teammates, and discussions focused on career ceilings or role shifts.

Summary

This class is an about face away from running and hidding from hard conversations and instead embracing them as important parts of being a manager. Develop the toolkit and leave with a full suite of strategies, phrases, and frameworks for dealing with FEoWs, which you can use in the REAL world of business in the BRILLIANT variety of Australian workplaces.

The focus of the training is on practical rather than theoretical and all participants are allowed the opportunity to be confident after the supervised practice sessions before returning to the workplace. By learning how to have difficult conversations successfully, leaders prevent the spread of job dissatisfaction, with teams that are stronger, expectations that are clearer and workplace cultures that are more positive – a place where problems are addressed, rather than allowed to fester.

More significantly, though, this one teaches participants that being good at hard conversations isn’t about being confrontational or cruel. That’s not what the goal actually is, however; it’s to learn how to muster courage and skill to confront key matters in a kind, clear and professional manner. When conducted appropriately, these conversations build rather than erode relationships and create workplaces where people feel valued, heard and inspired to develop.

It's skills that carry over and improve personal relationships and overall communication effectiveness in all aspects of life. The participants always share that they feel confident, less fearful of office conflicts and they see the dynamics with their team adjusts after they finish this training.

Length: 1 day or 2 half-day workshop​(please see feedback and photos here) ​Location: MelbourneType: Face-to-face workshopFormat: Workshop – interactive with role-play, case study and hands on exercises.