Tackling Tough Conversations with Emotional Intelligence
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![5435](https://firesyd.com/wp-content/uploads/2024/06/5159680_2bb1_2.jpg)
What are effective strategies for resolving a conflict or disagreement?
How do you prepare for a difficult conversation that is going to be challenging and tough?
How can you have a constructive debate around contentious issues?
How can you maintain a respectful and productive dialogue when emotions are running high?
What are the best ways to express your opinion and influence others without coming across as aggressive?
How can you maintain a positive attitude when addressing a difficult topic?
The need for a tough conversations can happen at any time, from the driver who cuts you up on the road this morning to the employee whose negative performance appraisal is coming up, from the neighbour who cut the branch off your prized tree to the member of staff who always has something to complain about.
These situations happen frequently, but dealing with them is something that leaves most of us cold at the prospect.
Ask most people how they feel about tackling tough conversations, and at least 90 % of them will feel intensely uncomfortable, recalling a previous time when they had to deal with one. They will experience the emotional state again as if it was happening right now.
Hostage negotiators and people who do deals for large corporations have months, if not years of training, learning how to deal with the emotions that people might try to provoke in them and instead remain calm. They are able to objectively see the facts and use their emotional intelligence to manage the conversation appropriately.
The rest of us, well, we need to learn a thing or two about ourselves and try to understand why we respond the way that we do.
Leaders and managers have to tackle tough conversations and have constructive debates on a regular basis in the workplace. These are required in a variety of circumstances.
These include, but are not limited to,
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Poor performance
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Unprofessional behaviour
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Conflict between employees
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Harassment
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Inappropriate use of Social Media
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Unethical practices
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Unreasonable work demands
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Unauthorised use of company resources
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Unauthorised disclosure of confidential information
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Unsafe work practices
Tough, difficult conversations can be challenging and complex for anyone. Avoiding constructive debates and challenging discussions can make situations worse and tackling them without thought, clear goals and effective communication strategies can cause further issue by eroding trust and damaging relationships.
To build your confidence you need to understand how to work with your emotional intelligence. Emotional intelligence underpins your skills to communicate with different types of people in multiple situations. Your emotional intelligence enables you have to know when and how to communicate using the emotional climate positively to make appropriate decisions and build relationships!
Using your emotional intelligence effectively in managing tough, difficult conversations and constructive debates will improve your well-being, earn you trust and respect from those you work with, improve your relationships and improve the overall atmosphere and productivity of your organisation.
If you want to effectively communicate with your co-workers, employees, boss, family and friends, then this is course for you! Tackling Tough Conversations with Emotional Intelligence introduces you to the key tools and insights to effectively communicate in order to use your emotional intelligence to build stronger relationships and better outcomes!
In this course you’ll learn how to prepare for tough, challenging conversations and constructive debates, how to use various channels of communication channels, how to recognise which channel is appropriate for different social interaction styles, the power of influence and persuasion using language patterns and unconscious language, and much more!
You’ll learn how to do all this in ways that are both informative and engaging!
By completing this course, you’ll be able to:
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Discover how emotional intelligence is used when tackling tough, difficult conversations to build emotional bonds
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Identify and analyse the different approaches to tackling tough conversations in the workplace
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Develop strategies for initiating, managing, and resolving challenging conversations using emotional intelligence
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Assess approaches for typical situations that require you to influence and communicate with different types of people
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Distinguish the transactions between ego states and life positions defining how they influence behaviour
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Recognise how to interact with different behavioural styles to manage stress reactions and build effective relationships
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Create effective responses to challenging behaviours at work
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Evaluate language patterns to influence and persuade through empathetic communication
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Construct a plan to approach and manage difficult conversations
All PDFs can be completed online and are Section 508 / ADA Accessibility compliant.
All videos are High Definition recorded in 1080p.
All videos have grammatically correct English captions.
Latest update – February 2024
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1Introduction to the Course
This video introduces the course "Tackling Tough Conversations with Emotional Intelligence".
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2Being Emotionally Intelligence about this Course on Udemy
This video gives details about this course on the Udemy platform and ways to get the most from it by using your emotional intelligence.
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3Tackling Tough Conversations with Emotional Intelligence - Learning Outcomes
This video explores the issues involved with tough, challenging conversations and covers the learning outcomes of the course.
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4Tips to Develop your Emotional Intelligence
Here are five questions that you should ask yourself in every challenging situation. These will help you to develop your emotional intelligence.
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5When a Tough Conversation is Needed
This video helps you to recognise when a tough conversation is needed in the workplace.
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6The Challenge of Unchallenged Behaviour
Unchallenged behaviour is a universal issue and it made worse by organisations that have allowed this to continue for years. This video highlights the issue.
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7Emotional Responses Influencing Tough Conversations
Most people can recognise when a tough conversation is needed but are reluctant to do anything about it due to emotional tensions.
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8How Assumptions Can Lead to Issues
This video presents a scenario that highlights how assumptions can be the architect of disruptive responses.
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9Working with our Assumptions and Judgments
We are not judged on how we feel; we're judged on how we behave. This video looks at how misinterpretations around behaviour can arise from assumptions.
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10Assumptive Behaviours and Communication Breakdowns
This video investigates assumptive behaviours and how these can lead to communication breakdowns.
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11How to use your Behavioural Flexibility to Prevent Situations from Escalating
This lecture looks at the cycle of behaviour that occurs when attitude drives behaviour. There are some insights in how to break this cycle to stop it from escalating.
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12Your Behavioural Agility and your Emotional Intelligence
This video investigates the importance of behavioural agility which stems from our emotional intelligence.
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13Preparing for Tough Conversations in an Adult Fashion
This video helps you to complete the groundwork needed for you to prepare for the tough conversation in order that you can be confident that you can remain in the adult ego state.
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14The Importance Of Building Rapport
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15Dialogue Versus Debate
This lecture explores the differences between a debate and a dialogue. Ideally, the tough conversation should be a dialogue and so understanding the differences between the two will help to prevent the conversation from degenerating into a debate.
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16The Levels of Listening
There are five levels of listening: ignoring, pretend listening, selective listening, attentive listening, and empathetic listening. Each level represents the degree to which someone is listening to another person during a conversation.
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17Empathetic, Active Listening
Listening is one of the most important components (if not the MOST important) of good communication and emotionally intelligent interactions. This lesson covers effective listening and poor listening skills.
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18Issues around Listening
This video investigates what hinders people's inability to listen and the detrimental impact of poor listening skills can have on effective communication.
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19Managing Fight and Flight Behaviour
This lecture covers ways in which fight and flight behaviour can be managed during a tough, difficult conversation.
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20Assertiveness, Emotional Intelligence and Tough Conversations
This video links assertiveness with emotional intelligence in managing fight and flight behaviour.
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21Everyone's Right and Responsibilities
We all have certain rights and responsibilities when it comes to being assertive. This lecture looks at these rights and responsibilities from your viewpoint and from the viewpoint of others.
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22Activity Booklet: The Rules of Assertiveness
This practical activity gets you to focus on and review the Ten Rules of Assertion. It asks you to consider how you can use these to develop your assertion.
If you are going to learn about your assertiveness and the impact it has on others, it is important that you complete this practical activity!
(I know that it is very easy to ignore this but you will not develop your assertiveness from just watching the video lectures!)
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23The Good News about Bad News
Although delivering bad news is never going to be easy, the good news is that there are things that we can do that will help.
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24Face the Facts
This video looks at the best way to get the facts right and to get them in the right order.
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25Working with Emotions and Identity
Bad news will unleash a range of emotions and will challenge a person's identity. This video investigates both of these.
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26The Stages of Delivering Bad News
This video covers the four stages of sharing bad news effectively.
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27Bad News: Tough Reactions
Sometimes people's reactions to bad news can be challenging. This video investigates ways to deal with some tough reactions.
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28Quiz: Tackling Tough Conversations with Emotional Intelligence
This quiz will test your knowledge of how to work with difficult tough conversations using emotional intelligence.
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29Introducing Language Patterns
Language patterns are a big aid in all kinds of conversations. This video introduces the language patterns and looks at how they can be used.
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30Ambiguous Language
Language can be ambiguous at times. Within this video we consider some examples and explore ways to use our language so that it has more meaning.
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31Influential Language
Influential language has an effect on the way a person thinks or behaves subconsciously. In this video we consider how and why influential language works.
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32Rules and Power Words
This video covers the Golden Rules of using language patterns and influential language so that it is used to influence not manipulate.
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33Unconscious Language
This video investigates ways to use unconscious language supportively.
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34The Four Social Interaction Styles
Social interaction styles consider your preferred pattern of behaviour for a large number of situations. This section looks at the four styles based on assertiveness and emotional control.
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35The Driver Social Interaction Style
The Driver Style has a clear idea of their ambitions and goals, as well as the directness and forcefulness to achieve those goals. It also means that people like this will tend to have a competitive attitude, and they will generally follow their own ideas rather than work co-operatively with others.
This lesson reviews the Driver Style with particular reference to team working with some do's and don'ts when working with this style.
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36The Expressive Social Interaction Style
The Expressive Style thrives on the attention and approval of other people, and they're more motivated by praise and appreciation than most other types. Despite their outgoing attitude, they're often unwilling to risk causing offence, and they'll often avoid possible confrontations. In other words, while Expressive Style is socially confident, they tend not to be particularly assertive or forceful.
This lesson reviews the Expressive Style with particular reference to team working with some do's and don'ts when working with this style.
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37The Aimable Social Interaction Style
The Amiable Style is consistent and reliable in their approach. They prefer to operate in situations that follow established patterns, and to avoid unplanned developments. Because of this, people with the Amiable Style tend to be quite resistant to change, and will take time to adapt to new situations.
This lesson reviews the Amiable Style with particular reference to team working with some do's and don'ts when working with this style.
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38The Analytical Social Interaction Style
The Analytical Style likes to have a clear idea of their role, and what's expected of them, so they are far more motivated in situations that are clearly regulated and planned. In general, the Analytical Style is not independent by nature, and will prefer not to be left to make decisions or take actions without the support of others.
This lesson reviews the Analytical Style with particular reference to team working with some do's and don'ts when working with this style.
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39The Tension Between the Styles
Each style has a unique set of priorities and preferences regarding relationships and tasks, and each prefers to work at its own pace. These can lead to tension.
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40The Reactions of the Styles to Pressure
Each Social Interaction Style reacts to increasing pressure in its own way around using their assertiveness and working with their emotions.
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41The Pressure Response of the Driver Social Interaction Style
Under pressure, the Driver Style will become autocratic. This lesson looks at why and how to work with this style in tough conversations.
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42The Pressure Response of the Expressive Social Interaction Style
Under pressure, the Expressive Style will attack. This lesson looks at why and how to work with this style in tough conversations.
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43The Pressure Response of the Amiable Social Interaction Style
Under pressure, the Amiable Style will become acquiesce. This lesson looks at why and how to work with this style in tough conversations.
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44The Pressure Response of the Analytical Social Interaction Style
Under pressure, the Expressive Style will avoid. This lesson looks at why and how to work with this style in tough conversations.
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45Ideal Behaviours for Ideal Situations
This lesson contains a set of hints and tips that are useful behaviours for any interaction in the workplace.
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46Quiz: Test your Knowledge of the Social Interaction Styles
Test your knowledge of the social interaction styles - how they prefer to interact and engage socially and how they respond when stressed.
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47Activity Booklet: Transactional Analysis Questionnaire
This practical activity is a questionnaire that will give you some insights into your ego states. Your results will put you in a position to consider what your predominant ego state is and how it impacts on others.
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48Introducing Transactional Analysis
This lecture introduces the topic of transactional analysis, which seeks to understand the ego state of the communicator (as a parent, adult or child) and the responses (as a parent, adult or child) as a basis for understanding behaviour.
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49Investigating Transactions
This lecture explores some of the most common transactions in transactional analysis with some insights around their meaning.
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50Further Considerations around Working with Transactional Analysis
Here are some further points that are worth considering when working with Transactional Analysis.
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51Ten Tips for Maintaining Adult to Adult Transactions
The Adult to Adult Transaction is the most effective and most emotionally intelligent transaction. Here are 10 tips that will help you to main Adult to Adult transactions.
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52Understanding Communication with Transactional Analysis
This booklet "Understanding Communication with Transactional Analysis" summarises each ego state and an overview of the expressed behaviours.
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53Activity Booklet: Working with Ego States
This practical activity gets you to investigate transactions between ego states so that you can develop your communication skills to engage with people more effectively.
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54Investigating Strokes
This lecture introduces the concept of strokes in Transactional Analysis. A stroke is a unit of recognition described as one person acknowledges another by way of act or speech. Types of strokes can be positive and negative. verbal and nonverbal.
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55Stroke Filters
This lecture introduces the concept of stroke filters. These are mental filters that people unconsciously operate all the time. These filters only allow some of the stroke to reach the person, while they completely block some and distort the others.
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56Activity Booklet: Analysing your Stroking Profile
This is a practical activity that will enable you to assess the strokes that you give and receive.
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57Life Positions - Feeling Okay
Life positions are basic beliefs that you have about yourself and others. This lecture investigates how life positions are used to justify decisions and behaviour.
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58Combining Transactional Analysis with Social Interaction Styles
Combining Transactional Analysis with Social Interaction Styles can be very powerful for improving communication and relationships especially when tackling tough, difficult conversations.
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59Transactional Analysis Quiz
This quiz will test your knowledge about the ego states of transactional analysis.