Difficult Conversations
- Description
- Curriculum
- FAQ
- Reviews
Are you dealing with difficult conversations at work? Are there certain conversations you’re struggling to have with your boss or employee? This course is designed to leave you with the ability to handle these situations with ease. Even if you’re already managing difficult conversations, whether they’re at home, in the office or even amongst friends, this course is for you.
Having difficult conversations isn’t fun, so learn to do it right the first time. With tips from the communication expert Alan Stevens, you’ll learn how to speak without hesitation or doubt, clearly using your body language and tone. You’ll also learn how to handle any challenges that might arise from a conversation while remaining cool and calm.
This course is packed full of practical tips and tricks to help make you a master of managing difficult conversations. You will soon be putting these techniques into practice and handling all of those tough conversations you wish you had addressed before.
Are you negotiating for a promotion with a manager, having to give critical feedback to colleagues, or dealing with performance issues and grappling with interpersonal conflict? No longer will you shy away or feel unprepared for conversations in the workplace. You’ll feel prepared to go through the conflict and come out with constructive results.
These skills will benefit your personal life too. This training gives you the ability to approach conflict with a clear head and a greater understanding of conflict resolution. Do you need to tell your significant other that the relationship isn’t working, or that having kids isn’t on the cards for you? Having difficult conversations like this is stressful but made easier for both parties with the right knowledge.
You will learn how to master the science of controlling and directing discussions. We’ll look at effective ways of diffusing tense situations, controlling your emotions, and using your body language and tone to impact the conversation in meaningful ways.
You’ll learn how to close a conversation with grace, how to dictate clearly, and how to master anxiety through training and hard work. This is your opportunity to become a calm, determined individual who can handle difficult conversations with ease!
Testimonial
“Alan, most of the time it is hard to get honest replies from people about the content of my communication, and how I can become better at what I do. Thank you very much for your professional advice and help – I really appreciate it.” – Dame Tanni Grey-Thompson, The UK’s most successful Paralympic athlete.
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Why Are Some Conversations Difficult?Conversations can be difficult for a variety of reasons including:
- Previous experience
- Unreal expectations
- Misunderstandings
- Outside issues
- Other problems
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Preparation
Good preparation includes:
- Plan but don’t script
- Know your facts
- Rehearse with a colleague
- Prepare for the toughest questions
- Have an outcome in mind
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Set-Up and Room Layout
Things to consider when you are setting up a room for a difficult conversation include:
- Control the environment
- Ensure privacy - visual and auditory
- Hygiene factors - water, heating, access
- Avoid physical barriers
- Ensure both parties have access to an exit
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How to Start the Conversation
Key elements to starting the conversation include:
- Enquire and listen
- Hear and acknowledge
- Check understanding
- Explain your position
- Language examples - “How did that feel?”, “How important is that to you?” “What advice would you give yourself?” ‘I’d like to help you with that”
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Active Listening and Responding
Some keys to maintaining the conversation are:
- Eye contact
- Smiling
- Open body language
- Repeating back (from notes with permission)
- Clarifying and summarising
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Ask Open and Supportive Questions
Some of the keys to asking the right type of questions are:
- Avoid yes or no questions
- Who, Where, What, When, Why and How?
- Tell me your perspective
- How did that feel for you?
- To what extent...?
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Focus on Facts, Not Personalities
It is critically important to:
• Agree the facts
• Recognise policies
• No personal statements
• Talk about actions, not intentions -
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Use of Tone and Body Language
It is important to consider:
- Open and closed body language
- Voice at normal level
- Speak slowly
- Ensure absolute clarity
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Exploring Alternative Solutions
There are methods you can use to find alternative solutions to problems. These include:
- Ask for their view
- Make the alternatives clear
- Discuss pros and cons factually
- Ask them to rate the options
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Handling Challenge
The key steps to handling challenge are:
- Stay calm
- Stick to the facts
- Use neutral paraphrasing
- Summarise questions and responses
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How to Close a Difficult Conversation
The best way to close a difficult situation is:
- Check if solution is acceptable
- If not, agree what alternative solutions exist
- Set a follow-up time
- Offer to clarify anything
- Ensure both parties understand the action plan
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Summary - What We’ve Covered
Just to remind you of what we've covered in this course:
- Stay calm
- Listen actively
- Stick to the facts
- No personal comments
- Ensure agreement on solution or next steps
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Thank You and Next Steps
In this quick lecture Alan covers other sources of information you might use to improve your understanding
