“A good listener tries to understand what the other person is saying. In the end he may disagree sharply, but because he disagrees, he wants to know exactly what it is he is disagreeing with.”
Kenneth A. Wells
Sometimes we find ourselves in an unpleasant conversation. Most people have a strong urge to avoid such conversations. Some adopt a “silent treatment” as a way to avoid the issues. Others avoid the person altogether so they never end up in such situation.
The problem however is not always other people or the nature of the conversation, but the way we handle it. Knowing how to handle difficult conversations such as providing feedback when somebody had done something wrong, delivering bad news and apologising is critical in maintaining and strengthening our relationships with others whether at work or in our personal life.
Equally, sometimes we go through an interaction that leaves us angry or upset. Sometimes we react based on our emotions which can have drastic consequences. We need to find out what makes us feel in a certain way and if this feeling is justified. Next, we need to take steps to correct our feelings in order to adjust our behaviour. There are several techniques that can be used to achieve this which is presented in this course.
A critical point about using techniques to improve a conversation is to be able to execute them flawlessly even in an emotional state. This means that the techniques must be fully memorised as you would not have time to think logically to work out the steps. This course contains several exercises for each of these techniques designed explicitly to maximise learning and memorisation of these methods. Delegates should be able to start using these techniques straight after the course and with more practice it would eventually become a habit.
The course contains all the necessary exercises and instructions as well as workbook, handouts and course guidelines to run the course as smoothly as possible.
In this highly practical course participants will learn:
- What strategy to use in managing difficult conversations?
- What are the critical body language signals and gestures to be aware of in a conversation?
- Why is it important to understand other people’s needs and how this can help you to improve your conversation?
- How to gain respect and show it
- Why aiming for win/win can make all the difference?
Power of Emotions
- How do we make decisions and what influences our decision making process?
- How much of your decision making process relies on emotions and the way you feel about something?
- What are the best practice guidelines on improving your conversations with others?
- What are the 6 steps that lead you to an action and how to use this model to change the way you act?
- How can you address self-talk and improve your self-awareness to better understand the world around you?
- How to stop negative and destructive self-talk
- How can you manipulate the way you think and feel to change the way you act?
Delivering Bad News
- How to handle a conversation when you know the other person may become very emotional as a result of what you say
- How to prepare to deliver potentially bad news
- How should you start when you want to talk about bad news?
- How to use the 7-Steps technique to deliver bad news
- What kinds of reactions can you expect to receive when delivering bad news?
- How to handle people’s reactions to what you say when they become highly emotional or upset
How to Apologise
- How can apologising significantly strengthen your relationship?
- What happens when we don’t apologise?
- How to use a 6-steps technique to apologise in a way that shows you mean it
Course Duration: 1 Day
Course Level: Beginners & Intermediate
An ideal extension to this course is to combine it with Handling Difficult People
in a two days course. This allows you to cover related content and helps delegates to understand the overall topic better.