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Mastering Difficult Conversations:
A Training for Reducing Conflict with
Customers and Co-workers
This one-day workshop, designed for managers and staff,
presents a participative and engaging environment for learning
the tools and techniques for minimizing conflict and improving
communications with difficult customers and co-workers.
By using the critical principles presented in this workshop
- and then having the chance to practice them – participants
learn how to avoid the common conflict traps and better
deal with angry or emotional conversations in the workplace.
Part One: What We Bring To The Conversation
Module 1: Shifting Our Perceptions
Our personal opinions about other people, whether true or
false, can stop us from really listening to what they are
saying. By examining the ‘tinted’ views we have
of people and situations, we can avoid the inaccurate assumptions
that rapidly lead to misunderstandings and friction. In this
part of the workshop some of the areas covered include:
- Choosing your attitude: blame or growth?
- Switching your filters of experience
- Reducing stress by reframing difficult situations
Module 2: The Conflict Traps
This phase presents participants with three common pitfalls
that can happen when dealing with upset people or sensitive
situations – and what to do about them. This part of
the workshop includes:
- How to avoid spiraling out of control
- Dealing with anger and avoiding resentment
- Separating emotions from intent
Module 3: A Blueprint for Successful
Conversations
This phase takes participants through a structured and step-by-step
methodology for conducting conversations with anyone who is
upset or angry, regardless of the cause. Some areas covered
include:
- The differences between hearing and listenin
- Conversing without judgment
- Expressing your emotions versus dramatizing them
Part Two: Speak Up and Be Heard
The second part of this one-day workshop focuses on the
difficulty many staff members have in speaking up when adverse
- yet not uncommon - conditions arise.
Module 4: Speaking Up
This module examines the causes and costs of not speaking
up and how they can have a significant impact on work performance
and personal satisfaction. Areas covered include:
- The benefits of Speaking Up
- Why We Don't Speak Up
- The Costs of Not Being Heard
Module 5: Preparing Your Message
Often we fail to plan for difficult and important conversations.
By following the techniques offered in this segment, employees
are better able to distinguish between effective speaking
and abrasive rhetoric, which leads to more fruitful outcomes
and better relationships. This module covers areas such as:
- Honesty and Good Intent
- The Stories We Tell Ourselves
- What We Really Want To Say
Module 6: Being Heard
This last module revisits the key teachings of the day and
offers simple yet impactful tips for helping ensure successful
outcomes in all types of difficult conversations. Lastly,
the instructor offers hands-on coaching as participants practice
the skills they have learned during the workshop. This module
includes:
- Staying On Track
- Choosing When and Where
- Putting It All Together
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