Navigating Tough Topics: Difficult Conversations Made Easier
Available Formats: Virtual Classroom Course
This communication skills course will:
Identify factors that make conversations difficult.
Offer tactics for navigating difficult conversations.
Explore the importance of understanding intent versus impact.
Suggest language for avoiding the appearance of aggression.
Whether dealing with a difficult coworker, a challenging customer, or an underperforming employee, difficult conversations can be the focus of dread. In the long term, putting off these encounters does few people any favors. This virtual classroom course introduces tools and techniques for navigating tough topics and achieving a successful outcome.
At this program’s conclusion, participants should be able to:
Facilitate conversations that maintain and foster positive outcomes.
Employ intervention techniques for handling difficult conversations.
Explain intent versus impact.
Describe how to use participation, accountability, agreement, and commitment to navigate difficult conversations.
Start a conversation without appearing defensive or aggressive.
Rules for Managing Yourself
Intent Versus Impact
A Model for Having Difficult Conversations
Frame and Position Statements
By the conclusion of this web-based training course, participants should have a basic command of techniques for navigating a difficult conversation successfully.
Questions This Page Answers About Web-Based Communication Skills Training
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“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
COMMUNICATION SKILLS WEB-BASED TRAINING
COURSE . WEBINAR . PROGRAM