Challenging Conversations in the Workplace

Introduction

A high impact course which will help participants recognise the importance of clear and honest communication and how if done correctly is a major step to improving your conversations and ultimately, internal and external communications generally.  Whether you are telling a member of the public that signing off on a planning project is delayed or conducting a personal development review, this participative course aims to develop your skills and approaches to build confidence and aptitude when addressing challenging conversations.

The course focuses particularly on how you would prepare for these kinds of discussions, finding the right words for the situation and how you can manage the exchange so that it goes as smoothly as possible for all parties concerned.  Difficult or uncomfortable conversations, if conducted correctly at a relatively early stage, can avoid the escalation to more serious issues.

The programme will provide participants with the practical tools and techniques to utilise immediately when they return to the workplace. 

Programme Objectives

On completion of this course participants will be able to:

• Understand how to defuse difficult situations and adjust their own behaviour and communication style to get results
• Plan and prepare for challenging conversations both in and out of the workplace
• Improve working relationships with colleagues, those they report to and those who report to them
• Resolve the barriers to conducting uncomfortable or difficult conversations
• Give feedback in a positive way to improve performance

Programme Content

• What are challenging conversations?
• Building rapport and trust
• Handling difficult customer and employee conversations
• Giving constructive feedback
• Giving criticism
• Defining situations where correcting performance conversations are appropriate
• Focusing on outcomes
• Providing Support
• Upward Feedback

Action and Processing