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Personal and Professional Development

Managing Difficult Conversations (ManageDifficultConve)


Description
We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.
Content
  • Section One: Course Overview
  • Course Overview
  • Learning Objectives
  • Personal Learning Objectives
  • Section Two: Choosing to Have the Conversation
  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome
  • Section Three: Toolkit for Successful Conversations
  • Managing Your Body Language
  • What Your Body Language Says
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Making Connections
  • Probing Techniques
  • Section Four: Choosing the Time and Place
  • Choosing the Time and Place
  • Section Five: Framework for Difficult Conversations
  • What’s Your Purpose?
  • Steps to a Difficult Conversation
  • Creating a Conversation Template
  • Section Six: Staying Safe
  • Staying Safe
  • Section Seven: Testing the Waters
  • Testing the Waters
  • Personal Action Plan
  • Personal Action Plan
  • Recommended Reading List
  • Course Evaluation
Completion rules
  • All units must be completed
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