Mastering Difficult Conversations™

A Con­sid­ered Approach to Con­flict

Plan­ning for dif­fi­cult and impor­tant con­ver­sa­tions helps min­i­mize con­flict, argu­ment and bad feel­ings - and max­i­mizes fruit­ful out­comes and improved com­mu­ni­ca­tion. While avoid­ing occa­sional, job-​related con­flict is impos­si­ble, it doesn't have to become so upset­ting that it drives a wedge between you and the people you work with. This work­shop, designed for man­agers and staff, presents a par­tic­i­pa­tive and engag­ing envi­ron­ment for learn­ing key skills for man­ag­ing dif­fi­cult con­ver­sa­tions with both cus­tomers and co-​workers.

“Thank you so much for the ter­rific job you did in meet­ing the objec­tives for our pro­gram. Your ses­sion was fast-​paced, fun and inter­ac­tive. We have received some great feed­back and as you know we have a tough group to please.”

Andrew Camp­bell
Direc­tor of Train­ing
Kinko’s

Many dif­fi­cult con­ver­sa­tions are the results of small prob­lems that become mag­ni­fied by how we per­ceive the cus­tomer or the coworker. 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. Topics include:

• Choos­ing your atti­tude: blame or growth?
• Switch­ing neg­a­tive filters
• Avoid­ing the four con­flict traps
• Pacing and leading
• Sep­a­rat­ing fact from fiction
• Speak­ing with good intent

This pro­gram is avail­able in any of the fol­low­ing for­mats: half-​day live train­ing, one-​day live train­ing keynote speech or Webinar.

For a detailed pro­gram descrip­tion, click here to down­load a pdf of the course agenda.