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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.

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


Victor Gray

Victor Gray

Victor is a skilled presenter, trainer, coach and author with 20 years of experience helping people turn uncertainty into advantage. Victor has planned, developed, and presented 1,000 speeches and workshops for 30,000 participants at 750 companies throughout the United States. ... read more

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


Program fee includes morning and afternoon refreshment networking breaks, lunches, instructional material, and discounted parking.


"Victor was very helpful and he made us think of situations in a whole different way."  —  Student, 2016

"I like that the class was small and we were able to do roll playing and get feedback"  —  Student, 2016

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

Tue., May 16


Location: UWM School of Continuing Education

Instructor: Victor Gray


$345 if you register by Tue., May 2.
$395 if you register after Tue., May 2.

CEUs: 0.7

Enrollment Limit: 30

Program Number: 5050-9641

Registration Deadline: Tue., May 16

Register Now