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Handling Difficult Conversations

How do you respond to conflict? Do you head for the hills, go to war or give in? Uncover the secrets great leaders use for responding to employee performance problems immediately, comfortably and with assurance. As a supervisor or manager, there is a good chance that you are putting off a difficult conversation with someone. Learn to handle these situations with prompt and responsible performance feedback.

This course can be applied to the following certificates:
Business Communication Certificate
Emerging Leaders Certificate

Benefits and Learning Outcomes

  • Know when you need to have a difficult conversation
  • Organize your thoughts and mentally prepare yourself
  • Pinpoint when and where to have the difficult conversation

Course Outline/Topics

I. Giving Performance Feedback
A) Why are good feedback skills so important?
B) The communication cycle
C) Why employees don’t perform
D) “I” Statement Method
E) How should we say it?

II. Analyzing Employee Performance Problems
A) Factors contributing to performance problems
B) Ask smart questions

III. Handling The Difficult Employee
A) Employee defense tactics
B) Case studies

IV. Addressing Conflict Situations
A) Conflict Style Model
B) Conflict Steps
C) Conflict Case Studies
D) How to Cope
E) Action Planning
F) References
G) Conflict-Management Style Survey
H) Critical Incident Sheets

All sessions are Face-to-Face unless otherwise noted.

Dates and locations to be announced.

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