Managing Difficulty Conversations
START THIS COURSE TODAYCourse Overview
We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult.
Knowledge Checks
Digital Workbook
Certificate
Tutor Support
Course Value $350
Course Description
Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This course will give you the tools to manage difficult conversations and get the best results possible out of them.
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MODULE 1 • 3 LESSONS
Course Overview
• Learning Objectives + Exercise 1
• Pre-Assignment
• Pre-Course Assessment
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MODULE 2 • 10 LESSONS
Choosing to Have the Conversation
• Choosing to Have the Conversation
• Considering the Consequences
• Establishing Your Frame of Reference
• Tips and Tricks
• Establishing Positive Intent
• Making Connections + Exercise 2
• Accepting People for People
• Planning What You Want
• Things to Ask Yourself
• A Note on Fairness
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MODULE 3 • 19 LESSONS
Toolkit for Successful Conversations
• Toolkit for Successful Conversations
• Managing Your Body Language
• Making Connections + Exercise 3
• Speaking Persuasively
• A Story from Mark Twain
• Active Listening
• Responding to Feelings
• Reading Cues
• Demonstration Cues
• Tips for Becoming a Better Listener
• Asking Questions
• Asking Questions Part Two
• Making Connections + Exercise 4
• Probing Techniques: Using Questions
• Probing Techniques: Pausing
• Probing Techniques: Using Reflection
• Probing Techniques: Paraphrasing
• Probing Techniques: Summary Questions
• The Probing Funnel
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MODULE 4 • 3 LESSONS
Choosing the Time and Place
• Choosing the Time and Place
• Choosing the Time and Place Part Two
• Choosing the Time and Place Part Three + Exercise 5
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MODULE 5 • 6 LESSONS
Framework for Difficult Conversations
• Framework for Difficult Conversations
• What’s Your Purpose
• Making Connections + Exercise 6
• Steps for a Difficult Conversation
• Steps for a Difficult Conversation Part Two
• Conversation Template
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MODULE 6 • 7 LESSONS
Staying Safe
• Staying Safe
• Introduction
• Mutual Respect
• Common Ground
• Staying in Control
• When to Walk Away + Exercise 7
• When Things Don’t Work
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MODULE 7 • 2 LESSONS
Testing the Waters
• Testing the Waters
• Making Connections + Exercise 8
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MODULE 8 • 5 LESSONS
A Personal Action Plan
• A Personal Action Plan
• Starting Point + Exercise 9a
• Where I Want to Go + Exercise 9b
• How I Will Get There + Exercise 9c
• Summary
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MODULE 9 • 3 LESSONS
WRAPPING UP
• Recommended Reading List
• Post-Course Assessment
• Digital Workbook Submission
Further Your Learning Journey
Connect your SMART Mind. SMART Body. and SMART Soul. Further your learning with other related resources and courses.
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Communication Strategies
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Learn Body Language
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Collaboration