How often do you wish that you could communicate more effectively and diplomatically with a disgruntled customer or uncooperative colleague who’s holding the team back?
Conversations become tough when the risks are high and there is fear, disappointment or anger involved in the issue. Some people find it tough to give negative
feedback. Others find it tough to express appreciation. It is also tough when we think the other person is resisting our plans or misunderstanding our
intention. How do we resolve hidden conflicts, while preserving good relations and producing the results we want?
This highly interactive and practical workshop focuses on equipping leaders with the skills, knowledge and attitude to tackle and master tough conversations.
At the end of the course, participants will have developed awareness in the following skills:
Develop communication skills that result in trusting, open conversations
Diagnose the drivers of a conflict before making an informed approach to master the conversation
Apply the 4-steps approach to effectively prepare and engage in a tough conversation with empathy
Confidence in handling future ‘tough’ conversations
Ability to evaluate the effectiveness of body language, listening skills and assertiveness in making a tough conversation safe and successful
Understanding the type of conflicts we choose to have
What drives conflicts and tough conversations
How to respond to a tough conversation by judging the relative importance of the relationship to the issue
Practise by role-playing the 4-steps approach to prepare and engage in a tough conversation
General application for anyone
In-class exercises and group discussions
Journaling and reflection
Case studies and role-plays (using realistic situations leaders face)
"We engaged Wendy and Thaddeus to help us organize a company wide seminar on the importance of working through global teams and operating with a global mindset. They helped us organize the
content of the seminar, provided coaching to a very diverse multinational group of senior level leaders, and helped us gain alignment in the process. The seminar was a tremendous success. Wendy
and Thaddeus were professional, responsive and a lot of fun to work with. Their insight and guidance were invaluable. I would highly recommend their services.."
Executive Vice President