Designer. Disruptor. Startup Mentor. Digital Innovator.

Difficult Conversations

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About Course

What Will You Learn?

  • Learn why people resist unpleasant information.
  • Understand how to structure your conversation in a safe and open manner.
  • Learn Active Listening techniques.
  • Learn Guided Questioning techniques.
  • Make better, more well-informed decisions with all of your new knowledge.

About the instructor

Course Curriculum

Receiving Unpleasant Information

  • Receiving Unpleasant Information
  • The Psychology Behind Why We Resist Unpleasant Information
  • Delivering Unpleasant Information
  • Unpleasant Information

Preparing for a Difficult Conversation
Give yourself time to plan your points in order to steer the conversation towards your desired goal. Use guided questioning and active listening techniques to change the dynamics of the conversation. What is the difference between you saying “You’re late and need to leave earlier to ensure you’re on time” and them saying “I’m late and need to leave earlier to ensure I’m on time”? Why is it better that they say it?

  • I Cannot Manage Others if I Cannot Manage Myself
  • Active Listening Techniques
  • Guided Questioning Techniques
  • Guided Questioning Steps
  • Preparing for a Difficult Conversation

Anticipating Objections
As part of any planning process dealing with difficult conversations, planning is crucial to ensuring the conversation reaches its desired result. Anticipating all the potential objections a person may respond with will enable you to prepare responses that will hopefully sway the listener. For example, let’s say you are planning to discuss the lack of performance with a team member. Anticipating their excuses and concerns can dramatically alter the quality of the conversation from someone feeling they’re being reprimanded to someone who feels there is someone at your company that genuinely understands and can assist them in achieving their goals.

  • Generating Win-Win-Win Solutions
  • Three Steps to Creating Win-Win-Win Solutions

Conflict Resolution
While many people avoid dealing with angry individuals due to the unpleasant feelings that arise, leaders should instead see this as an opportunity to seek out resolution, correct the problem and ensure that the employee or client is happy with the outcome. Unhappy employees and customers are vocal and spread their negativity to all who will listen. For every one person who tells you they are unhappy, nine others don’t care enough to tell you. They’ll just give you their notice. When you exceed a client’s or employee’s expectations, they tend to be vocal too, sharing their delight and recommending you to other potential clients or potential employees.

  • Diffusing Anger or Frustration
  • Suggesting Process Changes
  • Conflict Resolution and Problem Solving

Creative Problem Solving
Increasing your ability to seek out and execute creative solutions is an extremely valuable skill. Being able to create a work environment where team members feel safe and supported in order to generate their own creative solutions is an even more valuable skill. Before you can teach this to others, you need to remove your own personal barriers to creative thought.

  • Techniques for Creative Problem Solving
  • Next Steps