Course Highlights
This course on skills for navigating difficult conversations will:
- Teach participants how to facilitate conversations that foster positive outcomes.
- Provide techniques for intervening in difficult conversations and keeping them on track.
- Explore the distinction between intent and impact in communication.
- Offer strategies for using participation, accountability, agreement, and commitment to improve conversations.
- Equip participants with tools to navigate difficult feedback, manage emotional responses, and maintain professionalism.
Course Overview
Difficult conversations are a natural part of both personal and professional life, but they don’t have to lead to conflict or discomfort. This course helps participants approach challenging topics with confidence and skill.
Through hands-on exercises and proven techniques, participants will learn how to manage emotions, recognize the difference between intent and impact, and use intervention strategies to keep conversations constructive. Important skills such as active listening, empathy, and framing feedback are also covered to enhance communication during tough discussions.
By the end, participants will feel more prepared to handle difficult conversations, preserve positive relationships, and achieve their desired outcomes.
Program Objectives
At the conclusion of this program, participants should be able to:
- Explain what can cause a conversation to be difficult.
- Assess roadblocks to giving feedback.
- Differentiate intent from impact.
- Identify unproductive intentions.
- Outline strategies for managing emotions when giving and receiving feedback.
- Use I statements.
- Identify alternative to inflammatory and unhelpful language.
- Use the ACT, STEP, REAL, BEAR, and FACT models for navigating difficult conversations.
- Explain the cost of avoiding difficult conversations.
- Outline methods for overcoming roadblocks revealed in the assessment.
- Demonstrate empathy and listening best practices.
- Develop a plan for navigating three outcomes: positive reaction or response, sporadic action, and no change.
Program Modules
- Understanding Tough Topics: Recognizing and Preparing for Difficult Conversations
- Intent vs Impact: Exploring the Differences and Managing Both
- Managing Emotions: Staying Composed and Controlling Your Reactions
- Facilitating Feedback: Giving and Receiving Constructive Criticism
- Mindset, Empathy, Framing, and Listening: Improving Understanding in Difficult Discussions
- Navigating Outcomes: Creating Solutions and Moving Forward
Target Audience
This program is ideal for groups that want to:
- Improve their ability to handle difficult conversations in professional or personal settings.
- Learn strategies for managing emotions and improving communication during tough discussions.
- Strengthen their skills in giving and receiving feedback and maintaining positive outcomes.
Suggested Format
- Two-Hour Virtual Training Course
Questions This Page Answers About Communication Training
- Where can I find training to help my team navigate difficult conversations more effectively?
- How can my team learn strategies for managing emotional responses during tough conversations?
- Where can we learn techniques for giving and receiving constructive feedback during challenging discussions?