Difficult Conversations Made Easier

Having difficult conversations and being able to manage them effectively is a vital leadership skill which all good leaders should possess. Dealing with a delicate situation, like appraisals, solving a staffing or performance problem, or important customer conversations, requires sensitivity and finesse. This workshop teaches participants how to be assertive, honest and fair whether with team members or with customers. You will learn to approach challenging situations with confidence, positivity, and practicality. What You Will LearnAfter this workshop, participants will be able to:Explain why certain conversations are so difficultShift their perspectives about difficult conversations, for those who dread or retreat from having these conversationsStrategically prepare for and initiate a difficult conversationConfidently engage in a difficult conversationMake conscious decisions about the best verbal and nonverbal ways to communicate Act with integrityDemonstrate empathySuccessfully “recover” from a difficult conversationManage their emotions during a difficult conversation Course Outline Identifying personally difficult conversations and their challenges Preparing an Action ChecklistGathering the facts – doing your homeworkIdentifying the desired results/solutionsPreparing your mental state, a calm attitudeChoosing the right time and place10 questions about having difficult conversationsConquering your fears before having the conversation Having the difficult conversationStarting the conversationUsing appropriate languageCommunicating with clarity, empathy, honesty, and genuinenessTaking a positive approachUsing constructive feedbackMastering the art of constructive negative feedback Active listening After the difficult conversationMoving the conversation forwardFocusing on building long-term relationships Up to 30 students Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.Questions? Contact our training coordinator via email or phone at (202) 843.5447.