Managing Difficult Conversations

• Ref Nr:

  CMMDC
• Experience Level:

  Standard
• Group:

  Main Group

Participants will learn to:

• Prepare effectively for difficult conversations
• Leave assumptions at the door
• Communicate effectively, confidently and clearly
• Elicit the needs of the other person in the conversation
• Build trust and influence outcomes
• Avoid an escalation of issues
• Use an approach that drives positive outcomes

Key topics covered:

• Understand the nature of difficult conversations
• Explore the spiral of anger and frustration and look at techniques to de-escalate and reverse the situation.
• Explore the role of ‘self’ in any interaction and our personal impacts on people who might be upset or angry
• Develop emotional intelligence skills to manage one's own emotions and reactions during challenging conversations.
• Explore techniques for remaining calm, composed, and empathetic.
• Plan and manage difficult conversations effectively
• Learn communication techniques, such as active listening and questioning, to express thoughts, concerns, and feedback clearly and assertively.
• Explore approaches to identify and meet an individual’s needs
• Explore techniques for building trust and rapport with others, even in challenging circumstances.
• Use assertiveness to respond to difficult situations – saying no; disagreeing and negotiating
• Identify common responses to difficult conversations, such as defensiveness or avoidance, and learn strategies for managing resistance effectively.
• Responding to difficult messages on social media

Communication Courses

• Communication Skills Training Course
• Essential Business Writing Skills
• Mastering the Art of Public Speaking
• NLP and Communication
• Presenting and Speaking with Confidence
• Managing Difficult Conversations