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.