Train Managers to Handle Difficult Conversations

Get managers to stop avoiding, freezing, or giving in when the going gets tough.

Onsite Workshop

Managers’ avoidance of difficult conversations can have a widespread negative impact:

  • Lack of improvement or change in employee performance.
  • Encouragement of bad behaviors due to avoidance of course-correcting conversations.
  • Time wasted convincing managers to have conversations and cleaning up poorly handled ones.
  • Negative impacts on HR dashboard metrics such as employee engagement and turnover.

Train managers to face the challenge of difficult conversations to:

  • Effectively approach difficult conversations.
  • Spend less time avoiding difficult conversations.
  • Positively impact other employees’ performance and productivity.
  • Increase employee confidence in managers.

Module 1: Mastering Difficult Conversations Skills and Techniques

The Purpose

  • Identify problem areas when having a difficult conversation
  • Review Difficult Conversations Framework
  • Review supporting skills
  • Practice

Key Benefits Achieved

  • Understanding of how to address a difficult conversation
  • Understanding of how to use skills to optimize approach to a difficult conversation

Activities: Outputs:
1.1 Assess difficult conversations skills
  • Understand difficult conversations personal strengths and weaknesses
1.2 Identify good and bad difficult conversations practices
  • Understanding of difficult conversations skills and techniques in practice
1.3 Understand emotional intelligence
  • How to use emotional intelligence to effectively handle a difficult conversation
1.4 Assess dominant conflict style
  • Which conflict styles work best in a given difficult conversation situation

Module 2: Difficult Conversations Role Play Scenarios

The Purpose

  • Practice difficult conversations skills and techniques

Key Benefits Achieved

  • Increased confidence when handling a difficult conversation outside of training
  • Increased probability of using difficult conversations skills and techniques outside of training

Activities: Outputs:
2.1 Brainstorm and role play delivering bad news
  • Use of skills and techniques in action
2.2 Brainstorm and role play asking for something
  • List of common difficult conversation scenarios
2.3 Brainstorm and role play apologizing
  • Coverage of how to address different types of scenarios
2.4 Role play discussing sensitive subjects

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