Handling Difficult Conversations

How will I benefit?

After the course you will be able to:

Identify different types of difficult conversations and select appropriate approaches for each
Prepare for and effectively manage challenging conversations
Understand the role of communication in achieving optimal outcomes
Demonstrate key skills and attributes needed to handle difficult conversations effectively
Plan, prepare for, and conduct difficult conversations through practical application

You will find this course helpful if:

Get anxious when you need to conduct a difficult conversation
Put off having a difficult conversation, and as a result, the situation escalates
Know that you need to have a difficult conversation however just don’t know how to approach it
Lack confidence in conducting a difficult conversation
Want to learn about different strategies to handle different difficult conversations effectively
Would like to improve how you feel when a difficult conversation arises

Session 1: Difficult conversations and how to handle them
What makes a conversation difficult?
Types of difficult conversations and how to approach each one
Preparing yourself for difficult conversations and managing your reactions during the process
The importance of communication, including feedback, in achieving the optimum solution
Session 2: Putting knowledge into practice
Case study examples to identify the ideal approach to handling the difficult conversations
Planning to conduct a difficult conversation
Practice scenarios to simulate conducting a difficult conversation in a safe environment
Personal reflection and action planning