Description:
This course gives you the skills to handle difficult discussions in the workplace (and elsewhere). When emotions are strong and the stakes are high, team productivity can fall off. With this training, you will learn to recognize when things are going off track and be able to right them. You’ll examine your own motivations and reactions and learn specific techniques to keep others engaged in dialogue. You will practice being persuasive not abrasive during accountability conversations.
This may be delivered in one day or spread over several days or weeks; each module is self-contained. The training comes with a note-taking journal. The goal of the course is to give participants the skills they need to successfully have a difficult conversation, getting the outcome they need.
Module 1: Think Differently
Objectives:
- Understand the link between thoughts, language, actions and results
- Examine our own paradigms and plan to shift
- Recognize the stories we tell ourselves
- Identify where we are stuck and the conversations we need to have
Module 2: Check Your Motives
Objectives:
- Understand what effects our motives
- Name and anticipate our hot buttons
- Recognize when our motivations may lead us astray
- Identify where our (bad) motives may have resulted in suboptimal outcomes
Module 3: Hone Your Emotional Intelligence
Objectives:
- Recognize the variety of ways people can clam up or blow up during a critical conversation
- Identify when you are most likely to react one way or the other
- Notice your emotional and physical reactions during critical conversations
Module 4: Focus on Facts
Objectives:
- Validate the other person’s feelings
- Separate facts from stories
- Stick to the facts
- Watch your tone and delivery
- Limit the scope
Module 5: Holding ourselves and others accountable
Objectives:
- Understand the difference between unmet expectations and unkept promises
- Hold ourselves and others responsible for promises
- Identify when the best time is to address a performance gap
- Name the three parts of an accountability conversation
Target Audience: All employees
Skill Category: Interpersonal Skills, Conflict Resolution
Delivery: Virtual Course or In-Person
Prerequisites: None
Pre-course Work: None
Length: 1 day