Leadership & Management
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- June 2, 2021
- Leadership, Management & Workplace Skills
- Leadership & Management
- Communication Skills for Challenging Conversations
Communication Skills for Challenging Conversations
Summary
This class is two days, offered in a participatory live-online format with brief prework.
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 personnel/organizational management elective.
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
This class is two days, offered in a participatory live-online format with brief prework.
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 personnel/organizational management elective.
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:
Continuing Education Hours
12
Continuing Education Units, CEU
1.2
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
“Great practical tools to provide feedback to employees and also how to actively listen!”
– Frederick Hobbs, Domtar Corporation
“This course is so incredible and applicable to my work. Laura is a gem. Highly recommend.”
– Eleanor Jacobson, AkitaBox, Inc.
Upcoming Dates
All times shown are central time.
Register by phone: 608-262-2451
Register by mail: printable registration form
Schedule
Wed, Jun 2-9, 9 a.m.-3:45 p.m.
Instructor(s)
LAURA V. PAGE
LAURA V. PAGE (MS, UW-Madison; MS-J, Northwestern Univ.) is the area director for the leadership and management programs at UW-Madison's Division of Continuing Studies. Page was an independent management consultant for more than two decades and is a frequent seminar instructor, staff retreat planner, and keynote speaker.
Fee
$545; gov't/nonprofit* $425
Location
Complete online
Resource(s)
Earn Credit Hours
By participating in this class you will earn:
Questions?
Registration:Questions about this program:
- Gillian Giglierano
- gillian.giglierano@wisc.edu
- 608-890-2099
Cancellation Policy:
Our cancellation policy varies by type of program. View our policies page for more details about cancelling a program.
Accessibility Accommodations:
Please email the contact person listed above at least 2-3 weeks prior to the start of class if you require an accessibility accommodation.
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
“Great practical tools to provide feedback to employees and also how to actively listen!”
– Frederick Hobbs, Domtar Corporation
“This course is so incredible and applicable to my work. Laura is a gem. Highly recommend.”
– Eleanor Jacobson, AkitaBox, Inc.
Have Questions?
Contact:- Gillian Giglierano
- gillian.giglierano@wisc.edu
- 608-890-2099
LAURA V. PAGE
LAURA V. PAGE (MS, UW-Madison; MS-J, Northwestern Univ.) is the area director for the leadership and management programs at UW-Madison's Division of Continuing Studies. Page was an independent management consultant for more than two decades and is a frequent seminar instructor, staff retreat planner, and keynote speaker.
Stay In Touch
Keep up to date about Leadership & Management offerings at Continuing Studies. You'll receive upcoming announcements and information related to Leadership, Management & Workplace Skills.
Upcoming Dates
All times shown are central time.
Available online
June 2-9, 2021
0839-21-PDAS
Register by phone: 608-262-2451
Register by mail: printable registration form
Schedule
Wed, Jun 2-9, 9 a.m.-3:45 p.m.
Add to CalendarInstructor(s)
LAURA V. PAGE
LAURA V. PAGE (MS, UW-Madison; MS-J, Northwestern Univ.) is the area director for the leadership and management programs at UW-Madison's Division of Continuing Studies. Page was an independent management consultant for more than two decades and is a frequent seminar instructor, staff retreat planner, and keynote speaker.
Fee
$545; gov't/nonprofit* $425
Location
Complete online
Resource(s)
Earn Credit Hours
By participating in this class you will earn:
Continuing Education Hours
12
Continuing Education Units, CEU
1.2
Questions?
Registration:Questions about this program:
- Gillian Giglierano
- gillian.giglierano@wisc.edu
- 608-890-2099
Cancellation Policy:
Our cancellation policy varies by type of program. View our policies page for more details about cancelling a program.
Accessibility Accommodations:
Please email the contact person listed above at least 2-3 weeks prior to the start of class if you require an accessibility accommodation.
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
“Great practical tools to provide feedback to employees and also how to actively listen!”
– Frederick Hobbs, Domtar Corporation
“This course is so incredible and applicable to my work. Laura is a gem. Highly recommend.”
– Eleanor Jacobson, AkitaBox, Inc.
- Gillian Giglierano
- gillian.giglierano@wisc.edu
- 608-890-2099
Cancellation Policy:
Our cancellation policy varies by type of program. View our policies page for more details about cancelling a program.
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
0838-21-PDAS
Schedule
Wed-Thu, Dec 9-10, 9 a.m.-3:45 p.m.
Instructor(s)
LAURA V. PAGE
Location
Complete online