Managing Challenging Conversations

- Anyone interested in strengthening communication skills and knowing how to deliver a challenging message

- Managers, Individual contributors, Team Leads

- Business Analysts, Business Systems Analysts

- Project coordinators, analysts, leaders, team members, and stakeholders

- Team Leaders, Product Managers, Project Managers, IT Managers, IT Leads

After completing this course, participants will learn:

• Hidden costs associated with putting off challenging conversations
• Prepare for and start challenging conversations
• Deal with emotion surrounding challenging conversations
• Steps to defuse tense and or emotional situations
• Suggestions for dealing with various types of difficult people

Module 1: Beginning a difficult Conversation

• Interpersonal Communication
• The Communication Loop
• Types of communication
• Active Listening

Module 2: Influence

• Influence, Power and Authority
• Types of Influence Styles
• Understanding How to influence

Module 3: Conflict

• What is Conflict?
• Constructive Conflict vs. Destructive Conflict
• Dealing with difficult people
• How to work with someone effectively
• Emotional Intelligence

Module 4: Putting it all together

• Managing the Real Conversations that Take Place During Every Interaction
• Steering the Conversation to Maximize the Outcome
• Beginning a Difficult conversation
• Close

No formal prerequisites; basic communication or workplace interaction experience is recommended.

None

None

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