Challenging Conversations

  • 1 day(s)Duration
  • MDI1402Course Code
  • send to printer

Course description

This course develops your ability to deal with any type of challenging communication. Learn to demonstrate emotional intelligence, choose responses that will lead to positive outcomes, tune in to your audience, and utilize a productive mindset to drive successful interactions. Your ability to create an environment for open discussion and ongoing dialogue is crucial for navigating your way through difficult conversations. The communications skills covered in this course will increase your ability to exercise choice and control for every type of conflict, influence without authority, and improve quality of relationships and productivity.

Who should attend

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

What you will achieve

  • 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

What you will learn

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