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Managing Difficult Conversations

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Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This course will give you the tools to manage difficult conversations and get the best results possible out of them.

Learning Objectives

Course Outline

  1. Course Overview
  2. Choosing to Have the Conversation
  3. Considering the Consequences
  4. Establishing Your Frame of Reference
  5. Establishing Positive Intent
  6. Identifying the Desired Outcome
  7. Toolkit for Successful Conversations
  8. Managing Your Body Language
  9. Speaking Persuasively
  10. Active Listening
  11. Asking Questions
  12. Probing Techniques
  13. Choosing the Time and Place
  14. Framework for Difficult Conversations
  15. What’s Your Purpose?
  16. Steps for a Difficult Conversation
  17. Creating a Conversation Template
  18. Staying Safe
  19. Testing the Waters
  20. Personal Action Plan
  21. Recommended Reading List
  22. Post-Course Assessment


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