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.