Communication Skills for Challenging Conversationscontinuingstudies.wisc.edu/0838-C-LAAS See upcoming dates
This class is two days, offered in a participatory live-online format with brief prework.
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.
- 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
- 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
Overview: Extra Information
Division of Continuing Studies is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CP® or SHRM-SCP®.
Earn Continuing Education Hours
By participating in this class you will earn:
|University of Wisconsin Continuing Education Units||1.2|