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Managing Difficult Conversations (PDMDC)

Length 1 day

Course overview

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Why study this course

Managers, team members, owners, and employees need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.

Understanding, empathy, and emotional intelligence skills development are necessary qualities that help you control difficult conversations before, during, and after they occur, so that you can achieve the desired outcome. Participants will be taught how to develop an understanding of where, when, why, and how to conduct difficult conversations. Giving critical feedback or dealing with highly emotional staff can be a challenge, so this course is designed to help you gain not only the skills, but the confidence to manage them appropriately.

This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieve professional success. These are necessary skills in the management of human resources, handling of irate customers, and team management.

This course is delivered in partnership with PD Training.

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What you’ll learn

After completing this course, participants will be able to:

Predict the results of a conversation
Establish the intent of a conversation
Identify the desired outcome
Manage their body language
Speak persuasively
Listen actively
Use probing techniques
Ask the right questions at the right time
Establish the purpose of a difficult conversation
Create a conversation template
Create a personalised action plan
Use communication skills to influence and control
Maintain safety in a conversation
Choose an appropriate place for a conversation
Understand and analyse the other person
Stay in control of the conversation throughout

PD Training at Lumify Work

PD Training is Australia's leading provider of professional development training, cutting edge psychometric profiling and HR services. They help companies provide training and development to their staff that is on-target, fun, retained, and achieves their goals.
Lumify Work partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

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Who is the course for?

This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.

Course subjects

Lesson 1: Introduction

Icebreaker
The Parking Lot
Workshop Objectives

Lesson 2: Choosing to Have the Conversation

Considering the Consequences
Establishing Your Frame of Reference
Establishing Positive Intent
Identifying the Desired Outcome

Lesson 3: Toolkit for Successful Conversations

Managing Your Body Language
Speaking Persuasively
Active Listening
Asking Questions
Probing Techniques

Lesson 4: Choosing the Time and Place

Weighing Urgency
Privacy
Consideration
Transparency and Presence of Third Parties

Lesson 5: Framework for Difficult Conversations

What’s Your Purpose?
Steps for a Difficult Conversation
Creating a Conversation Template

Lesson 6: Staying Safe

Anticipating Conflict
Mutual Respect
Common Ground
Staying in Control
When to Walk Away
When Things Don't Work

Lesson 7: Testing the Waters

Practice and Review in Class

Lesson 8: Wrap Up

Course Review
Action Plan

Prerequisites

None

THIRD PARTY REGISTRATION

Lumify Work offers training through our partnership with PD Training. This arrangement requires Lumify Work to provide your details to PD Training for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.