Mastering Critical Conversations

  • ½-day Session
  • MDV4008bCourse Code
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Course description

As we become more comfortable working in virtual environments, we now need to make sure we are adapting our interactions for the challenges that virtual platforms and distance work can bring. This course tackles a challenge both in virtual and face-to-face interactions: difficult conversations. We’ll look at ways to build confidence and capabilities with regard to having successful "challenging" conversations at work. The skills learned and practiced in this course can be applied in person as well as virtually to successfully navigate sensitive situations and critical communications in the workplace.

Target Audience

This course is designed for anyone at any level who wants to enhance their communication skills around challenging conversations.

Course Objectives

  • Practice active listening techniques in a real-life scenario.
  • Distinguish between functional and dysfunctional conflict.
  • Articulate the importance of choice and control in mitigating a conflict response.
  • Leverage various techniques to re-establish emotional equilibrium.
  • Utilize a five-step model for navigating successful conversations.

Course Outline

Session 1: The Manager's Role
  • Introductions
  • Skills Needed
  • Qualities and Behaviors of Effective Managers
  • Challenges and Needs
Session 2: Managing Performance
  • Review of Session 1
  • Seven Factors of Job Performance
  • Setting Performance Expectations
  • Situational Leadership
  • Delegation and Motivation
  • Bridge Work: Watch Two Videos
Session 3: Interaction Skills/Managing Difficult Situations
  • Review of Session 2 and Bridge Work
  • Skills and Behaviors
  • Challenging Conversations
  • Utilizing Emotional Intelligence
  • The Art of Feedback
  • Course Summary
  • Ongoing Actions — Action Planning