Overview

Tough Conversations: Handling Difficult
Conversation at workplace

Learning Objectives

By the end of this course, participants will be able to:
– learn how to best prepare for the conversation
– determine the right words and approach to use in such situations
– manage the situation so it will go as smoothly as possible
– understand the do’s and don’ts

Course Content

Part 1:
– Changing the Mindset
– Plan in advance
– Acknowledging Perspectives of Others

Part 2:
– Applying Empathy to defuse tough situations
– Listening & Questioning Techniques
– Proposing Win-Win Options
– Reflect and Learn
– Case Studies