Managing Difficult Conversations

Managers, team members, owners and employees need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.

Understanding and skill development are necessary qualities that help in keeping you in control of difficult conversations before, during and after it so that you can achieve the desired outcome.

This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieve professional success.  

The Managing Difficult Conversations course by PD Training is now available throughout Australia including Brisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth and also via instructor-led online training.

Learning Outcomes

• Predict the results of a conversation


• Establish the intent of a conversation


• Identify the desired outcome


• Manage their body language


• Speak persuasively


• Listen actively


• Use probing techniques


• Ask the right questions at the right time


• Establish the purpose of a difficult conversation


• Create a conversation template


• Create a personalised action plan


• Use communication skills to influence and control


• Maintain safety in a conversation


• Choose an appropriate place for a conversation


• Understand and analyse the other person


• Stay in control of the conversation throughout

Course Outline

Managing Difficult Conversations - Lesson 1 
Introduction 

• Icebreaker


• Housekeeping Items


• The Parking Lot


• Workshop Objectives

Managing Difficult Conversations - Lesson 2 
Choosing to Have the Conversation 

• Considering the Consequences


• Establishing Your Frame of Reference


• Establishing Positive Intent


• Identifying the Desired Outcome

Managing Difficult Conversations - Lesson 3 
Toolkit for Successful Conversations 

• Managing Your Body Language


• Speaking Persuasively


• Active Listening


• Asking Questions


• Probing Techniques

Managing Difficult Conversations - Lesson 4 
Choosing the Time and Place 

• Weighing urgency


• Privacy


• Consideration


• Transparency and presence of 3rd parties

Managing Difficult Conversations - Lesson 5 
Framework for Difficult Conversations 

• What’s Your Purpose?


• Steps for a Difficult Conversation


• Creating a Conversation Template

Managing Difficult Conversations - Lesson 6 
Staying Safe 

• Anticipating conflict


• Mutual respect


• Common ground


• Staying in control


• When to walk away


• When things don't work

Managing Difficult Conversations - Lesson 7 
Testing the waters 

• Practice and review in class

Managing Difficult Conversations - Lesson 8 
Wrap up 

• Course review


• Action plan