Managing Difficult Conversations (For Managers)

Managing Difficult Conversations (For Managers)

Course description

Difficult conversations are an unfortunate part of the job for managers and team leaders – tackling negative or sensitive issues, normally relating to performance or behaviour, particularly those which may have built up over time or may trigger an emotional response in both people involved in the conversation.

This course gives participants a chance to step back, understand both the dynamics of the conversations they need to have, and the role their own emotions and pre-conceptions play in making them difficult and to prepare themselves for how they are going to tackle the situation, including how to give appropriate feedback.

Course agenda

• Identifying our difficult conversations

• Understanding what makes them difficult

• A five-step approach to manage the process

• The AID feedback model

• Dealing with emotions and perceptions

• Plan and rehearse your approach

Learner Objectives

By the end of the session, participants will be able to: 

• Understand the potential impact of emotions and perceptions on the situation

• Analyse the situation objectively

• Identify their own desired outcome

• See things from the other person’s point of view

• Plan for the conversation without making inappropriate assumptions

• Use the AID feedback model to address behavioural issues