Navigating Difficult Conversations

Learning Path: Management Pro

Duration: 1 Day(s).

Course Overview

We interact with many people and situations throughout a day. It’s likely that some of these interactions are going to be difficult. Often, these difficulties are unexpected. Other times, you know ahead of time that you must address an uncomfortable issue. You may have the conversation face-to-face. Perhaps you manage a virtual team and need to speak with someone in another city. In either case, there are things that you can do to make these conversations go smoothly. This course will give you the tools and techniques to navigate difficult conversations and reach the best possible outcome.

Endorsed by


Learning Objectives

  • Define and set a frame of reference
  • Establish positive intent and the desired outcome
  • Communicate clearly and with purpose during a conversation
  • Write a script for a difficult conversation
  • Follow the steps to navigate a difficult conversation
  • Maintain workplace and individual safety during the conversation

Target Audience
Managers, team leaders, and supervisors

Course Calendar

Nothing Yet !

Course Outline

Unit One: Deciding If You Will Have the Conversation
Consider the Consequences
Clarify Your Frame of Reference
Establish Your Positive Intent
Determine the Desired Outcome
Unit Two: Toolkit for Successful Conversations
Manage Your Body Language
Speak Persuasively
Use Active Listening Skills
Ask Questions with Purpose
Use Probing Techniques
Unit Three: Choosing the Right Time and Place
Unit Four: Using a Framework for Difficult Conversations
Know Your Purpose
Steps for a Difficult Conversation
Create a Conversation Template
Unit Five: Maintaining Safety
Unit Six: Applying What You Learn

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