Communication Skills for Challenging Conversations

This class is two days, offered in a participatory live-online format.

This class is open to anyone interested in the topic. It is also a required part of the Mid-Level Management Certificate (MLMC). Get more information on the MLMC.

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.

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

1. The fundamental nature of human communication
2. Why misunderstanding is the norm
3. Perceptual filters
4. The elements and importance of non-verbal communication
5. Communication styles and how and why to flex your style
6. Gender communication differences, research, and change
7. Emotional Intelligence, why all the attention and how to build it
8. Multiple techniques for "managing the moment" and keeping our cool
9. 12 listening skills, review, practice, and some advanced skills
10. Avoiding advice-giving too soon, too much
11. Conflict resolution and giving challenging feedback; best practice steps
12. Strategies for dealing with defensiveness
13. Benefits of feedback
14. Descriptive recognition/praise
15. Creating agreements about challenging conversations