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Managing Difficult Conversations


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Managing Difficult Conversations

[ZNV Conversations]

Price: $ 49.95+GST

This online course is designed to enhance your ability to handle difficult conversations.

Table of Contents

Managing Difficult Conversations

Session 1: Course Overview

Learning Objectives
Conversation #1
Conversation #2
Pre-Course Assessment

Session 2: Choosing to Have the Conversation

Considering the Consequences
Establishing Your Frame of Reference
Tips and Tricks
Establishing Positive Intent
Making Connections
Accepting People for People
Planning What You Want
Things to Ask Yourself
A Note on Fairness

Session 3: Toolkit for Successful Conversations

Managing Your Body Language
Making Connections
Speaking Persuasively
A Story from Mark Twain
Active Listening
Responding to Feelings
Reading Cues
Demonstration Cues
Tips for Becoming a Better Listener
Asking Questions
Asking Questions
Making Connections
Probing Techniques: Using Questions
Probing Techniques: Pausing
Probing Techniques: Using Reflection
Probing Techniques: Paraphrasing
Probing Techniques: Summary Questions
The Probing Funnel

Session 4: Choosing the Time and Place

Choosing the Time and Place
Choosing the Time and Place

Session 5: Framework for Difficult Conversations

What’s Your Purpose?
Making Connections
Steps for a Difficult Conversation
Steps for a Difficult Conversation
Conversation Template

Session 6: Staying Safe

Mutual Respect
Common Ground
Staying in Control
When to Walk Away
When Things Don’t Work

Session 7: Testing the Waters

Making Connections

Session 8: A Personal Action Plan

Starting Point
Where I Want to Go
How I Will Get There
Post-Course Assessment