Management and Leadership

Challenging Conversations

• Traditional Classroom: 1-day
• Virtual Instructor-led: Two 3-3.5 hour sessions; Three 2-hour sessions

Target Audience

Individuals who will benefit from this course include managers, supervisors, and employees at any level.

Learning Objectives

• Develop well-defined goals for more effective communication.
• Create an open environment for difficult communications.
• Build stronger relationships through powerful communication.
• Develop an understanding of other people’s communication styles and needs.
• Develop confidence to deal with difficult communication situations.
• Manage and resolve conflict.

Key Takeaways

• Positive mindset
• Effective methods for delivery
• The five competencies for Emotional Intelligence
• Foundation tools for setting the stage for successful challenging interactions
• Ability to identify and develop methods to break down communication barriers
• Communication skills for successful difficult conversations

Course Outline

Module 1: Introduction

• Foundation Tools
• Clarification of Goals
• Identify and Utilize Common Ground for Successful Interactions

Module 2: Communication Basics

• Productive Mindset vs Non-Productive
• Developing Outcome Thinking
• Preparing the Message

Module 3: Communication Skills

• Choice and Control
• Emotional Intelligence
• Four Key Components
• Developing Trust
• Gaining Rapport
• Listening for Understanding
• Expressing Without Provoking
• Questioning for Specifics
• Summarizing

Module 4: Challenging Situations

• Understanding and Managing Conflict
• Implementing the CALM Model
• Communicating Non-Defensively
• Dealing with Dreaded Situations
• Difficult Conversations
• Role Plays — Practice the Skills

Module 5: Summary and Action Plans

• Plans for Ongoing Development

MDI1402 Course Code