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Having Difficult Conversations

Create the outcome you want in difficult circumstances.

"Solve the problem, build the relationship."

THIS COURSE INCLUDES:

15 BITE-SIZED VIDEOS WITH ACTIONABLE LEARNING TAKEAWAYS

ACCESS ON MOBILE, TABLET & WEB

DOWNLOADABLE RESOURCES

PROFESSIONALLY FILMED AND SCRIPTED VIDEOS

CONTENT DELIVERED BY OUR EXPERT INSTRUCTORS

Course content

Preparation

  • Acknowledging Emotions
  • Dealing with feelings in the workplace can be complicated and striking the right balance is what this video is about...

  • 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...

  • Managing Emotions and Emotional Intelligence
  • In order to manage our emotions, we first need to acknowledge that they exist...

  • Checklist
  • Here’s a check list to use to prepare you for executing a difficult conversation effectively...

Execution

  • Introduction
  • These videos about executing difficult conversations, offer tools, tips and techniques for effective management of this sometimes tricky task...

  • Beginnings
  • When beginning a difficult conversation, timing really is critical...

  • Intention and Language
  • Difficult conversations are essentially about solving problems. It's useful to remember to encourage the other person to seek solutions...

  • Demonstrate Listening
  • Acknowledging you've heard the other person is key to building trust and ensures the other person knows you understand their position...

  • Reading Body Language
  • During a difficult conversation, watch for clues in the person's body language to understand how they’re experiencing it...

  • 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...

  • 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....

  • “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

  • 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

  • Actions
  • When having a difficult conversation, if we get too logical too quickly, we run the risk of shutting people down.

Learning outcomes

  • What you can do to improve outcomes
  • How to prepare, how to behave
  • About assumptions, beliefs & perspective
  • To keep everything under control

Having Difficult Conversations

Featured Instructors

Meet our expert instructors who are featured in these videos to take you on your personal learning journey. They have written and designed this course using their extensive experience to provide you with actionable learning takeaways.

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Stop talking and start communicating today.