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Having Difficult Conversations
Create the outcome you want in difficult circumstances.
Course Outcome

Having Difficult Conversations
Create the outcome you want in difficult circumstances.
Course Outline
Preparation
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Acknowledging Emotions
Dealing with feelings in the workplace can be complicated and striking the right balance is what this video is about...
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Navigating Emotional Intelligence Through Self Awareness
Tools that have proven to be effective when managing our emotions in preparation for a difficult discussion, are self-awareness and the powerful question...
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Managing Emotions and Emotional Intelligence
In order to manage our emotions, we first need to acknowledge that they exist...
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Checklist
Here’s a check list to use to prepare you for executing a difficult conversation effectively...
Execution
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Introduction
These videos about executing difficult conversations, offer tools, tips and techniques for effective management of this sometimes tricky task...
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Beginnings
When beginning a difficult conversation, timing really is critical...
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Intention and Language
Difficult conversations are essentially about solving problems. It's useful to remember to encourage the other person to seek solutions...
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Demonstrate Listening
Acknowledging you've heard the other person is key to building trust and ensures the other person knows you understand their position...
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Reading Body Language
During a difficult conversation, watch for clues in the person's body language to understand how they’re experiencing it...
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Communicating Effective Body Language
When having a difficult conversation it’s equally important to manage your own body language in order to help keep the discussion productive...
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Assertive and Aggressive Communication
Always work towards defusing conflict through assertive communication. Stand up for your point of view, whilst respecting the rights and beliefs of the other person....
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“I” Language and the Power of “And”
A very affective tool when having a difficult conversation is framing feedback in “I” language, rather than “you” language...
Closing
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Closing
In concluding a difficult conversation, make sure the behavioural change is clear, and restate who’s going to do what, and by when...
Actions
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Actions
When having a difficult conversation, if we get too logical too quickly, we run the risk of shutting people down.