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Managing Difficult Conversations
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| OVERVIEW |
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Managing Difficult Conversations provides participants with a process and the tools needed to manage difficult conversations with colleagues, employees, managers, vendors, etc. Specifically:
Provide a model and language that is effective
Increase participants' confidence, comfort, and skill level
Strengthen their overall communication skills
To learn more about this program, CONTACT US.
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| OUTCOMES |
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As a result of completing this program, participants will be better able to:
Understand and address personal obstacles
Prepare and conduct a variety of difficult conversations
Learn specific language and techniques
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| TIMING |
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1/2 day; also available in 2 1/2 hour Turbo Session
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| OUTLINE |
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Pre-work (optional)
Participants may come prepared with background on two individuals or situations, e.g., Performance Evaluation
Difficult Conversations
Types and characteristics
Obstacles and challenges
Elements of Effective Communication
2-way communication: sender and receiver
Active listening
Giving and receiving feedback
The Message: Delivering Unwelcome Information
Managing reactions
Effective language, e.g., "I" messages; forbidden phrases
Visual, vocal, verbal components
Personal Application
Practice communicating your message
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| ACTIVITIES |
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Practice sessions
Situation Analysis exercise
Group Discussion
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| MATERIALS |
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Communication Style Assessment (optional)
Handouts
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