Be Great at Difficult Conversations

Overview:

Are you:

• avoiding conversations you know you ought to have?
• wishing you could be more assertive and in control?
• losing patience with certain people or personality types?
• having problems giving negative feedback?
• feeling anxious before a difficult conversation?
• thinking of what you “should have” said after the conversation is over?
• having trouble managing emotional customers, colleagues or employees?

During this program, you will learn techniques and strategies that will allow you to handle difficult conversations and difficult people with skill and confidence. You will be engaged in practical and interactive discussions and exercises that will change the way you see and respond to difficult people and difficult conversations. You will be given opportunities to practice the skills you learn so you can have difficult discussions effectively AND enhance your relationships even with the most problematic people.

Objectives:

As a result of this program, participants should be able to:

• Identify a difficult conversation that you need to have and throughout this training, utilize the techniques learned to assist you in preparing for your conversation.
• Ensure you have the right conversation to get you to the end result you desire.
• Determine the role trust plays in your conversation, and how to build that from the start of the conversation.
• Use facts to ensure the conversation stays on track and focused on the important issue(s).
• See when the conversation is crossing the line into negativity and use the “don’t/do” method to get it back on track.
• Focus the conversations on meeting expectations and developing solutions.
• Have follow-up to ensure things are on track.