BSMG 0006 - Having Difficult Conversations
Course Description
Difficult conversations come with the territory of leading and working with others, but most of us dread having them. Whether we need to deliver tough performance feedback to a direct report or address a sensitive topic with a co-worker, we look for reasons to avoid them. Or we see these conversations as confrontations and arm ourselves for battle. In short, they make us uncomfortable. And while they may never be our favorite part of the job, with a few key insights about yourself and some powerful tools and techniques, you CAN get a better outcome!
Learn what makes conversation crucial and the role of emotional intelligence. Find out how to rethink your thinking and get strategies for how to best have these important heart-to-hearts. Follow-up these strategies with role-playing and other activities in this highly interactive workshop intended to work with participants’ own examples of difficult conversations.
Course Outline/Topics
- Identify situations and conversations that are difficult for you.
- Learn to recognize the elements of a crucial conversation.
- Identify your own style under stress.
- Consider the impact of your own tendencies in a difficult conversation.
- Explore the link to emotional intelligence.
- Consider the benefits of different perspectives.
Start with recognizing your mindset and how to shift your thinking
- Recognize your own story.
- Work with the power of “AND.”
- Articulate your desired outcome.
- Look for shared purpose and mutual goals.
Plan for a real difficult conversation
- What’s your concern?
- State the facts.
- Remove the assumptions.
- Describe the impact.
- What’s your expectation or request?
- Create your scripts and practice.
Learn strategies and techniques to stay in the conversation
- Make it safe.
- Ask questions.
- Build on areas of agreement.
- Actively listen.
- Define your terms.
- Read the signs.
Practice and debrief on your approach to a difficult conversation
- Identify opportunities to improve your outcomes after a difficult conversation.
Benefits and Learning Outcomes
- Discover your style under stress.
- Reframe your mindset for a productive discussion.
- Prepare for a real conversation you need to have.
- Develop some basic tools to manage the conversation in the moment.