Leadership Development
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Communication Skills for Challenging Conversations
Summary
In an instant, any conversation can become a challenging one. Learn how to handle difficult interpersonal conversations at work, and to listen and be assertive without weakening relationships. Develop a framework to better understand the complex nature of interpersonal communication, and explore why misunderstanding is so normal. Apply the skills learned to conflict resolution and giving performance feedback; possibly the most difficult conversations managers have. Counts as an MLMC core class or a CPM class.
Details
Learning Objectives:
- Understand why misunderstanding is the norm in communication and what to do about it.
- Identify your default communication style and learn strategies for flexing your style.
- Explore multiple specific techniques for managing the moment when the going gets tough; avoiding fight or flight.
- Review a dozen listening skills including some advanced skills especially useful in difficult conversations.
- Apply guidelines for expressing your feelings without triggering defensiveness in others.
- Examine best practice steps for effective conflict resolution and giving challenging work feedback.
- Analyze case studies and video examples to recognize what to do and what to avoid in challenging conversations.
Basic Outline:
- The fundamental nature of human communication
- Why misunderstanding is the norm
- Perceptual filters
- The elements and importance of non-verbal communication
- Communication styles and how and why to flex your style
- Gender communication differences, research and change
- Emotional Intelligence, why all the attention and how to build it
- Multiple techniques for “managing the moment” and keeping our cool.
- 12 listening skills, review, practice and some advanced skills
- Avoiding advice giving too soon, too much
- Conflict Resolution and Giving Challenging Feedback; best practice steps
- Strategies for dealing with defensiveness
- Benefits of feedback
- Descriptive recognition/praise
- Creating agreements about challenging conversations
In an instant, any conversation can become a challenging one. Learn how to handle difficult interpersonal conversations at work, and to listen and be assertive without weakening relationships. Develop a framework to better understand the complex nature of interpersonal communication, and explore why misunderstanding is so normal. Apply the skills learned to conflict resolution and giving performance feedback; possibly the most difficult conversations managers have. Counts as an MLMC core class or a CPM class.
Details
Details
Learning Objectives:
- Understand why misunderstanding is the norm in communication and what to do about it.
- Identify your default communication style and learn strategies for flexing your style.
- Explore multiple specific techniques for managing the moment when the going gets tough; avoiding fight or flight.
- Review a dozen listening skills including some advanced skills especially useful in difficult conversations.
- Apply guidelines for expressing your feelings without triggering defensiveness in others.
- Examine best practice steps for effective conflict resolution and giving challenging work feedback.
- Analyze case studies and video examples to recognize what to do and what to avoid in challenging conversations.
Basic Outline:
- The fundamental nature of human communication
- Why misunderstanding is the norm
- Perceptual filters
- The elements and importance of non-verbal communication
- Communication styles and how and why to flex your style
- Gender communication differences, research and change
- Emotional Intelligence, why all the attention and how to build it
- Multiple techniques for “managing the moment” and keeping our cool.
- 12 listening skills, review, practice and some advanced skills
- Avoiding advice giving too soon, too much
- Conflict Resolution and Giving Challenging Feedback; best practice steps
- Strategies for dealing with defensiveness
- Benefits of feedback
- Descriptive recognition/praise
- Creating agreements about challenging conversations
Earn Credit Hours
By participating in this class you will earn:
Click here to view an explanation of credit hours
What Attendees Are Saying:
“Laura has an excellent grasp of the subject matter and her teaching style kept me engaged. I came away more enlightened and with enhanced skills for performing my functions as a manager and team leader.”
– John Livick, Energy Program Manager, Community Action, Inc.
“Excellent! Laura presented creative ideas for maintaining effective relationships with colleagues and clients. She blended storytelling, research, and exercises to give our diverse group the tools to immediately begin improving.”
– Mackenzie Blazick, Epic Systems
Earn Credit Hours
By participating in this class you will earn:
View the explanation of credit hours
Questions?
Contact:You can contact Customer Service at info@dcs.wisc.edu or 608-262-1156.
Continuing Studies FAQs
Cancellation Policy:
Our cancellation policy varies by type of program. View our policies page for more details about cancelling a program.
More Leadership Development Offerings
Policy Analysis for Non-Analysts
Developing Public-Private Partnerships
Using Data for Better Decisions
What Attendees Are Saying:
“Laura has an excellent grasp of the subject matter and her teaching style kept me engaged. I came away more enlightened and with enhanced skills for performing my functions as a manager and team leader.”
– John Livick, Energy Program Manager, Community Action, Inc.
“Excellent! Laura presented creative ideas for maintaining effective relationships with colleagues and clients. She blended storytelling, research, and exercises to give our diverse group the tools to immediately begin improving.”
– Mackenzie Blazick, Epic Systems
Our cancellation policy varies by type of program. View our policies page for more details about cancelling a program.
Have Questions?
You can contact Customer Service at info@dcs.wisc.edu or 608-262-1156.
Continuing Studies FAQs
Stay In Touch
Keep up to date about Leadership Development offerings at Continuing Studies. You'll receive upcoming announcements and information related to Leadership, Management & Workplace Skills.
Earn Credit Hours
By participating in this class you will earn:
Questions about this program?
You can contact Customer Service at info@dcs.wisc.edu or 608-262-1156.
Cancellation Policy:
Our cancellation policy varies by type of program. View our policies page for more details about cancelling a program.
More Leadership Development Offerings
Policy Analysis for Non-Analysts
Developing Public-Private Partnerships
Using Data for Better Decisions
What Attendees Are Saying:
“Laura has an excellent grasp of the subject matter and her teaching style kept me engaged. I came away more enlightened and with enhanced skills for performing my functions as a manager and team leader.”
– John Livick, Energy Program Manager, Community Action, Inc.
“Excellent! Laura presented creative ideas for maintaining effective relationships with colleagues and clients. She blended storytelling, research, and exercises to give our diverse group the tools to immediately begin improving.”
– Mackenzie Blazick, Epic Systems
Have Questions?
We have collected answers to common questions in our
FAQs.
You can also contact Customer Service at or
608-262-1156.
Continuing Studies FAQs
Previous Class
0838-18-LAAS
Schedule
Wed-Thu, Jun 20-21, 9am-3:30pm
Instructor(s)
LAURA PAGE
Location
UW Arboretum Visitor Center
1207 Seminole Hwy.
Madison , WI