How can you handle challenging conversations without unnecessary tension and with the best possible outcome? Leading difficult conversations does not have to be a source of stress – it can be a skill. Gain techniques and tools that will help you approach even the most demanding discussions with confidence, empathy, and a constructive, results-oriented mindset.
- Develop the ability to lead conversations with confidence, respect, and a constructive approach that drives the right outcomes.
- Learn effective strategies, processes, and techniques suitable for difficult conversations.
- Improve your ability to manage emotions during and after challenging discussions.
- Practice selected types of difficult conversations through role plays.
Why Are Some Conversations Difficult?
- Psychological barriers for managers and employees
- How to find the right balance between maintaining relationships and achieving clear outcomes
- The most common mistakes and how to avoid them
Preparing for the Conversation
- Defining a clear objective
- Collecting facts and concrete examples
- Proper timing
Conducting the Conversation
- Six-step method for leading a difficult conversation
- FDH method
- “WE” language, “I” statements
- Active listening, respect, and direct communication
- Clear agreements and a focus on the future and further cooperation
Managing Emotions and Opposing Views
- Self-control – how to maintain perspective
- How not to get provoked or manipulated by excuses
- Techniques for handling opposing views and objections
- How to deal with negative emotions after the conversation
Tools Up Your Sleeve
- Silence and pausing
- Understanding instead of confrontation
- Less is more: fewer words = fewer opportunities for misunderstanding
3 Types of Conversations You Will Practice
- Performance-related conversations
- Conversations about salary expectations/compensation
- Addressing team conflicts/inappropriate behaviour
- Confidence in leading difficult conversations
- Practical tools you can apply immediately
- Recommendations that will help you navigate challenging conversation situations more effectively