Advanced Communication Skills

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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 —- 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.

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• 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

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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