Onsite Course Description

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Managing Difficult Conversations

Length
1 day

Overview

In this course, you will learn how to plan and successfully execute the very conversations that we too often avoid. We will explore the reasons why some conversations are difficult to initiate, learn to re-frame and turn these conversations into productive and rewarding interactions and create personalized strategies to avoid difficult conversations in the future.

This course will employ learnings from the Harvard Negotiation Project and the MIT Dialogue Project. These techniques will be correlated to your individual leadership and communication styles.

Key Topics

  • Understand difficult conversations and what makes them difficult
  • The Five Principles of Effective Conversations:1. Set the table, creating a safe space2. Define successful outcomes3. Stay centered, focused and engaged4. Make requests, promises and commitments5. Go forward: take your learnings, leave your baggage
  • Assess your leadership and conflict style preferences
  • Strategies and tools that work for you
  • The Art of Listening
  • Move from knowledge to competence and confidence


Reviews

Tools and techniques used in class will help me make clear requests with acceptance criteria from the start. This will help avoid back-and-forth defining requests later on – and expose the truth sooner.
– Juniper Networks, Product Manager

This session was very eye opening for me, especially the part about becoming an observer of my own internal chatter and techniques to lower stress/anxiety.
– Cupertino-Based Technology Company, Technical Designer



Key Topics

  • Understand difficult conversations and what makes them difficult
  • The Five Principles of Effective Conversations:1. Set the table, creating a safe space2. Define successful outcomes3. Stay centered, focused and engaged4. Make requests, promises and commitments5. Go forward: take your learnings, leave your baggage
  • Assess your leadership and conflict style preferences
  • Strategies and tools that work for you
  • The Art of Listening
  • Move from knowledge to competence and confidence


Reviews

Appreciated the questioning techniques and behavior patterns – why, because these are key elements that play out in my job on a day to day process. Great delivery, great course, great content/material. Thank you!– Juniper-Amsterdam, District Manager

Great delivery on how to deal with everyday work situations using role play, discussions on work related difficult scenarios, and videos.– Juniper-Addlestone, Admin Assistant


Key Topics

  • Understand difficult conversations and what makes them difficult
  • The Five Principles of Effective Conversations:1. Set the table, creating a safe space2. Define successful outcomes3. Stay centered, focused and engaged4. Make requests, promises and commitments5. Go forward: take your learnings, leave your baggage
  • Assess your leadership and conflict style preferences
  • Strategies and tools that work for you
  • The Art of Listening
  • Move from knowledge to competence and confidence

Key Topics

  • Understand difficult conversations and what makes them difficult
  • The Five Principles of Effective Conversations:1. Set the table, creating a safe space2. Define successful outcomes3. Stay centered, focused and engaged4. Make requests, promises and commitments5. Go forward: take your learnings, leave your baggage
  • Assess your leadership and conflict style preferences
  • Strategies and tools that work for you
  • The Art of Listening
  • Move from knowledge to competence and confidence


Reviews

Examples given were very practical and relevant – especially dealing with behavioral patterns and how to deal with them .– Juniper-Bangalore, Test Engineer

Identifying traits and being aware of yourself and your emotions. All persons should attend this session to understand the thoughts/feelings behind a behavior and be constructive in discussions to provide a solutions.-Juniper-Bangalore, Mfg. Ops. Manager