Handling Difficult Conversations

Duration: 1 Day 

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. These conversations occur as a result of normal working life and cover the range of performance review, addressing difficulty with change, leading a team. These can be delayed, but the resultant output will be a lot worse than if the conversation was undertaken early on. These conversations with team members, colleagues or peers, but developing the skills to have a difficult conversation, allows you to continue to work and collaborate together. This workshop will provide the tools to manage difficult conversations and get the best results possible. 

How can I attend my course?


 You will learn to:

  • Establish a positive intent and a desired outcome
  • Use good communication skills during a conversation
  • Use specific steps to carry out a difficult conversation

Course Outline.

Being Proactive

  • Rather than waiting and putting off a conversation, being proactive, by providing feedback and insights.
  • Having a conversation, early, to avoid potential conflict from occurring.
  • Developing a continuous performance state of mind.
  • Becoming the trusted partner and developing managerial courage.

Choosing to Have the Conversation

  • Considering the consequences:
    •  Your first step in managing a difficult conversation (even if it happens suddenly) is to consider the potential outcomes and decide whether or not the conversation has enough value for you
  • Establishing positive intent:
    • Entering a conversation with a positive intent, learning to reframe issues
    • Considering the consequences, as well as how to explore their frame of reference, and identify what you both want from the conversation
  • Identifying the desired outcome:
    • Begin with the end in mind. 
    • Being clear about the outcome and the rationale behind the decision

Toolkit for Successful Conversations

  • Enhancing your communication skills for a successful conversation.
  • Tools for managing their body language, speaking persuasively, active listening, asking questions, and using probing techniques

Choosing the Time and Place

  • Framing the conversation by selecting an appropriate meeting place and time for a difficult conversation
  • Considering the environment in which the conversation will take place

Framework for Difficult Conversations

  • Using an eight-step process for success

Staying Safe

  • Handle conversations in a safe way by developing mutual respect; common ground, maintaining control and direction
  • What do when things do not work out Review of the Scrum process
  • Comparison with other methodologies
  • Benefits of pair programming
  • Group exercise to discuss which aspects of Agile and Scrum can be applied to the delegates' organisations.

Testing the Waters

  • Strategizing solutions to a difficult conversation

My Course Notes

You will receive a full set of course notes and all supporting materials for your course. Hard Copy Delivered to your premises or Downloaded to a chosen device.


To book this course please call +44 (0) 1444 410296 or email at Info@kplknowledge.co.uk

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