panel_start Introduction panel_end
Handling Sensitive
& Difficult Conversations
Master
Conflict Resolution, Counselling skills and skilfully handle Sensitive/
Emotionally Charged Dialogues.
Communication
plays a crucial role in not onl y overcoming challenges in leadership but also
strengthening the bond among employees. Managers need to communicate with their
subordinates and guide them whenever required.
Whether you’re
delivering bad news, giving a negative performa nce evaluation, challenging a
colleague or client, presenting options in the midst of a crisis, or simply
letting people know that the direction on a certain project is changing â€â€-
communicating difficult subject matter can be an emotionally charged
event.
Avoiding difficult conversations or
mishandling them can result in many negative consequences. This workshop is
designed to help you approach difficult conversations with
confidence, using a consultative approach to manage them skilfully using
emotional intelligence keeping the organization’s best interests in mind.
panel_start Course Objective panel_end
- Handling difficult conversations/situations
- Taking a consultative approach
- Communication with internal stakeholders – anger management, getting work done, etc.
- Assertive v/s aggressive communication
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By the end of this
workshop, you will be able to:
- Move
from an adversarial to a collaborative approach in conflict resolution
- Initiate
and conduct skilled conversations leading to behavioural change
- Understand
and manage their reactive emotions
- Identify
and alter unproductive conversational habits from reaction to response
- Use
calming communication skills to bring upset people to the point
of reason
- Use
persuasion, negotiating skills and assertiveness effectively
- Develop
positive language patterns
- Conduct
and survive difficult proble m-solving discussions
- Manage
the dynamics of effective proble m-solving, one-on-one interviews
panel_start Course Content panel_end
Preparing for
a Difficult Conversation
- Clear objectives
- Emotional bank accounts
- Style and tone
- Transactional Analysis
Conflict Resolution
- The first few minutes
- Our default style
- Conflict management styles
- Opening lines
- Practical issues
Increasing Your Impact
- Body language
- Getting it on the table
- Agreeing on the issue / proble m
- Communicating with Diplomacy and Tact
- Key interpersonal skills
Emotional Intelligence
in Interpersonal Communication
- Fight or flee response
- Controlling your response
- Controlling your emotional brain
- Understanding and labelling one’s own emotions
- Expressing one’s view in a way that will not upset others
- Listen to others points without judgment
Giving
Unwelcome Messages
- Four stages of the conversation
- Managing expectations
- Asking someone to change behaviour
- Avoiding the blame game
Consultative Communication
- Preparation and objectives
- Different viewpoints an perspectives
- Clarifying your views
- Understanding others’ view point in a neutral way
Assertiveness
- Assess Personal Areas for Improvement Related to Assertiveness
- Define Assertiveness
- Identify Characteristics and Behaviors Associated with Assertive Individuals
- Distinguish Among the 3 Behavioral Styles: Passive, Assertive, Aggressive
- Managing Criticism assertively
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