LPT 26 – Mastering the Difficult Conversation

Session Length: 4 hours | Target: Supervisor and Above | Prerequisites: None | Delivery: Taught live or webinar

A difficult conversation is almost always about a difference of opinion between two people which has the potential to become emotional. Most people tend to avoid the difficult conversation even though not addressing the underlying issues can create behavioral and performance problems in the workplace. This workshop explores how to make difficult conversations into productive ones that resolve issues and build relationships. Participants will learn the best practices of how to conduct a difficult conversation as well as to participate in one.

• Why Difficult Conversations are Difficult
  • What they are and the consequences for avoiding them
  • The common situations that often lead to difficult conversations
  • Understanding how emotions affect difficult conversations
  • Being clear on the objectives for having a difficult conversation
• The Planned Difficult Conversation (Ones You Initiate)
  • When to hold them and how to plan for them to go well
  • The timing and location for the difficult conversation
  • Preparing to listen and control your emotions and attitudes
  • Preparing your discussion points and practicing them
  • Centering yourself, then opening the conversation
  • Executing your discussion strategy in a positive way
  • Responding to strong emotions or a lack of cooperation
• The Unplanned Difficult Conversation (Ones Others Initiate With You)
  • Your strategy for responding to an unplanned conversation
  • Your personal receptivity to negative feedback
  • Your tactics and body language when confronted with a difficult conversation
• More Tips for Mastering the Difficult Conversation
  • Utilizing behavioral profiles effectively
  • Dealing with silence and finger-pointing
  • The important roles of empathy and acknowledgement