Managing Difficult Conversations

# Managing Difficult Conversations

## Course Outline

### Overview

We have all felt that with the need to confront a difficult workplace situation. Whether that's having a heart to heart with Emma about her consistently late project deliveries, or a 'come to Jesus' with James about his disruptive behaviour during team meetings, these are the conversations that are just bound to happen in a working environment.

The truth is hiding behind difficult conversations doesn't make them go away, it makes them worse. Challenges are stacked on top of each other, team dynamics are damaged, and what might have been a straightforward conversation turns into a massive headache. This intensive workshop changes the way you approach difficult work conversations, making them less of an ordeal and more of an opportunity for positive change and better relationships.

Over the years I have worked with Australian businesses I have seen undue numbers of leaders stumble through these conversations. Fear of confrontation, concern about hurting relationships or simply not having the right words prevent a lot of managers from acting. But here's what I've learnt: the best leaders aren't those who shy away from hard conversations, they are the ones who approach tough topics thoughtfully, compassionately and expertly.

This hands on session gives you frameworks and methods that successful leaders from different sectors apply. You'll also develop the confidence to tackle concerns about performance, behaviour and other difficult and delicate subjects in a way that maintains your professional relationships and leads to positive results.

### Learning Outcomes

Upon completion of this workshop, attendees will be able to:

• Outline and organise tough conversations in a logical format that are clear and focused

• Handle emotional reactions (theirs and others') during difficult conversations

• Use active listening to learn about underlying problems and show empathy

• Provide Feedback: Redesigned Use behaviour based language that educates rather than offends.

• Manoeuvre through resistance and conflict with confidence and professionalism.

• Develop action plans with well defined, and follow up guidelines

Further, you want to continue to foster professional relationships while managing serious concerns or issues with performance.

### What You Will Learn

**Module 1: Core skills** Knowing why it is important to be able to hold difficult conversations and the price of not doing so. You'll develop a sixth sense for warning signs that a conversation is coming your way and you'll be able to quickly evaluate the urgency or importance of different situations.

**Module 2 – Strategies for preparation** Learn how to plan conversations that have an impact. That means having specific goals in mind, selecting the right time and place, having the facts at hand and that personal input handy but not rehearsed.

**Module 3: The Conversation Framework** Discover a framework for having challenging conversations that ensures the conversation is productive and focused on a solution. This structure supports the ability to start discussions positively, to express concerns with clarity and to steer conversations to positive results.

**Module 4: Managing Emotions and Reactions** Gain the ability to remain calm no matter what's happening and deal with the common emotional reactions of anger, tears, defensiveness and shutting down. You'll learn how to de escalate conflict while still maintaining professional boundaries.

**Module 5: Challenging Situations & Active Listening** Master high level listening skills and learn how to see past surface problems. Learn how to ask powerful questions that probe down to the root cause of problems and that show that you truly care about finding a solution.

**Module 6: Feedback and Solution Building** Get better at giving feedback that inspires and motivates rather than offends and upsets your people. You will learn to look for individual behaviours, impacts and expectations and work together to build improvement plans rooted in positive and focused growth.

**Module 7: Follow Up and Accountability** Establish systems for tracking results and keeping the momentum going after hard conversations. This means establishing benchmarks, giving continues support, and handling repeating problems efficiently.

### Practical Applications

This is a hands on workshop that includes real life workplace situations such as performance management conversations, asking to change behaviour, conflict between co workers, policy violations and sensitive personal issues impacting job performance. Practice the skills on real life role plays and case studies so you can use your new skills on the job right away.

### Concluding Remarks

Hard conversations are leadership in disguise. Managed well, they show your support for the team, your idea of professional expectations, and an individual's development. This class turns what many believe to be the hardest part of leadership into a skill set that builds your impact and improves your office relationships.

Even if you end up solving none of these problems directly with what you learn here, the methods you will master here do a lot more than solve problems: they create the kind of culture where open communication is already happening, problems are addressed quickly, and what is expected is understood by all. You will earn respect from your team and be much more effective as a leader by having the confidence to make these discussions.

**Duration:** Full day or 2 half day workshop
**Where:** Available in Brisbane and Online
**Includes:** Take home a comprehensive workbook, conversation planning templates and follow up resources