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Managing Difficulty Conversations

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Course 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.

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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

  • 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

  • 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

  • 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

  • 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

  • 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

  • MODULE 7 • 2 LESSONS

    Testing the Waters


    • Testing the Waters
    • Making Connections + Exercise 8

  • 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

  • MODULE 9 • 3 LESSONS

    WRAPPING UP


    • Recommended Reading List
    • Post-Course Assessment
    • Digital Workbook Submission

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