Managing Difficult Conversations Webinar
This webinar is designed to help participants to approach challenging conversations with confidence and manage them with skill. Intended for discussions involving conflict, its aim is to respect people’s feelings and preserve the relationship, while reaching a workable resolution.
Duration: 2 Hours
Course Objectives
After this session, participants will be able to:
- Shift from an adversarial, reactive mindset to a more collaborative approach to conflict
- Conduct productive conversations leading to agreement and behavioural change
- Bring upset people to the point of reason, using calming skills
- Deliver messages of disagreement using positive language patterns and reframing
- Conduct balanced conversations using basic and advanced communication skills
- Use assertiveness, persuasion and negotiating skills effectively
- Manage anger and other emotive reactions during the conversation
Outline
- Dealing with Interpersonal Conflict: A New Approach
- Three modes of defensive behaviour when confronted with conflict
- Moving from emotional reaction (attack or withdrawal) to reasoned response
- Recognizing six levels of conflict
- Managing ego and hot buttons
- Avoiding blame and attribution of motive by using positive language patterns
- Calming Skills
- Helping someone past defensiveness to the point of reason
- Remaining calm ourselves: calm mind, calm body
- Questioning skills to gather information and build trust
- Active listening
- The Four Dee Method
- More Communication Tools
- Checking perceptions
- Offering constructive feedback
- Acknowledging effort and success
- Positive language patterns and reframing
- Assertiveness, Persuasion, and Negotiating Skills
- Expressing ideas firmly, saying No assertively
- Positive persuasion skills
- Basic concepts for negotiating to win-win solutions
- Managing Anger and Other Emotive Reactions
- Four ways of managing anger
- Emotional Intelligence
- A communication model for keeping conversations productive at Level One
With our extensive knowledge of the different software currently on the market, including all Microsoft and Adobe applications, ON-TRACK Corporate Training Ltd. has a diverse and flexible schedule that can be customized to your needs – we offer group course (both public and corporate), one-on-one training, and on-site training options. We also have easily accessible on-line training videos available.