Managing Difficult Conversations

Difficult Conversations Course Outline

Adelaide Training Program

Course Overview

What if the conversations you've been sidestepping might actually serve as the key to better work relationships? How often do you postpone what you need to say or do in order to avoid a tough conversation, telling yourself that you'll address it "next time," and then look back to see a small concern snowball into a colossal headache?

This self paced workshop teaches participants practical tools to guide them through difficult workplace conversations directly, confidently, and professionally. Rather than avoiding 'awkward conversations', they will learn to see the confrontational process as an opportunity to develop, solve problems, strengthen their relationships and get results.

The training blends researched based communications strategies with patient scenarios relevant to what is faced in Australian workplaces. Attendees will learn an organised, consistent process to plan, conduct, and follow up on difficult conversations at all levels in their Company.

Learning Outcomes

After the participants completed the course, they would be able to:

Use a simple approach to every tough conversation so that you know exactly what to say, reduce your anxiety, and actually be more effective.

Facilitate difficult conversations by using nonthreatening language that promotes conversation rather than ignoring defensiveness or resistance.

Use proven de-escalation techniques to help self and others manage emotions (both their own and those of others) during high stakes conversations

Provide positive reinforcing criticism that creates improvement, but not damaging relationships.

Work with resistance and challenging behaviours such defensiveness, anger, shutting down and non engagement

Work together on solutions that deal with root causes and have lasting change.

If you don't follow through on all of these points, the conversation will change no one and restore no working relationships.

What You Will Learn

**Module 1: Understanding Difficult Conversations**

Why do we shun them and what are the true costs? Explore helpful psychology of why people avoid talking and reframe tough discussions as a leaderful act rather than a confrontation.

**Module 2: Pre Conversation Preparation**

How can five minutes in preparation save you hours of relationship mending? Learn an easy and practical plan for your approach, how to set goals and when and where to approach colleagues for maximum effectiveness.

**Module 3: Opening Conversations Effectively**

How do we distinguish "We need to talk" from an invitation to real dialogue? Discover some conversation starters which create psychological safety and open up truthful conversation from the get go.

**Module 4: How to Get a Grip of Your Emotions Under Pressure**

How do you keep cool and productive as the conversation heats up? Learn some pragmatic skills for managing your emotions, dealing with stress, and supporting others in dealing with their initial reactions.

**Module 5: The Anatomy of Effective Feedback**

How do you deliver thorny truths to someone who needs to hear them in a way that recipient can act on? Learn the art of positive, open communication that inspires growth not defensiveness or shut down.

**Module 6: Overcoming Resistance and Dealing With Challenging Replies**

So, what do you do if he or she gets aggressive, cancels out entirely or refuses to play? Develop some tools for dealing with difficult reactions and for maintaining control of the conversation while dealing with an emotional reaction.

**Module 7: Collaborative Problem Solving**

How do you transition from identifying the problems to building sustainable solutions together? Develop strategies to move away from an adversarial system to become partners in addressing causes.

**Module 8: Follow up and The Salvage Job**

Why is what comes next often more important than this conversation? Excel at the follow up that insures your change will be real, and your working relationship will be even stronger.

Course Structure

**Length:** Full day (8 hours of intensive training), or two half day sessions
**Style:** Interactive workshops including role plays, case studies, and peer practice
**Resources:** Extensive workbook, practice planning templates and shortcut reference tools
**Class Size:** Up to 16 people for plenty of question time and personalised coaching

Assessment and Certification

The participants are required to demonstrate their skills through the role plays on practical assessment exercises and are issued with a Certificate of Completion. Optional follow up support coaching sessions for challenging ongoing cases.

Concluding Remarks

Hard conversations are hard to avoid in any work environment, they don't have to be harmful. This training turns one of the most difficult skills of leadership into a competitive edge. Attendees walk away with tools that can be put into practice immediately, enhanced confidence, and a different mindset about common workplace issues.

An investment in these skills pays for itself in better team dynamics, quicker problem solving, less stress, and better professional relationships. Perhaps most importantly, they find that mastering difficult conversations isn't about becoming tougher, it's about becoming more skillful, more compassionate, and more effective in all their professional conversations and relationships.

The great news is that, when you stop dodging hard talks and start having them on purpose, you not only solve problems, you build trust, show leadership, and establish the kind of workplace culture where challenges are resolved before they become fires.