Handling Difficult Conversations
How do you respond to conflict? Do you head for the hills, go to war or cave in under pressure? 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.
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
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
G) Conflict-Management Style Survey
H) Critical Incident Sheets
All sessions are Face-to-Face unless otherwise noted.