Effective Techniques for Difficult Conversations

In this training course you will learn how to navigate difficult conversations with emotional intelligence.

AMS Course Code: 2319

Course Description

Regardless of hierarchy, it is critical to understand how to manage your emotions during stressful exchanges. Being able to control emotional impulses, design appropriate communication pathways, defuse conflicts, and create a path forward is imperative to collaborative outcomes. The Effective Techniques for Difficult Conversations will cover the tools you need to navigate the exchanges.

Visit the AMS Client-Centric Engagement Model below, to learn about other customization options or Contact Us to discuss your unique needs. Our modulated content inventory coupled with our proprietary 4x4 design model affords our clients a wide range of scalable options. Visit out Full Course Catalog to explore related topics.

Delivery Options

This program is delivered on-site in one full day or virtually in two 3.5-hour sessions.

Course Modules

Control Emotions

  • Use EQ to enhance your delivery

  • Understand your triggers

  • Learn vocal and physical indicators

  • Manage the “hot spots”

Defuse Conflict

  • Utilize conflict management skills

  • Plan proactive mitigation

  • Learn de-escalation techniques

  • Pre-plan alternate solutions

Design Communication Pathways

  • Build a plan to follow

  • Offer bi-directional gateways

  • Know the “story-arch”

  • Plan for push-back

Create a Path Forward

  • Leverage negation techniques

  • Understand the end goal

  • Establish accountability

  • Know the endgame

Who Should Attend

Managers and individual contributors who wish to enhance their ability to manage difficult conversations.

Client-Centric Engagement Model

Professional Development Training

Each learning module in our course descriptions represent 90 minutes of instruction. Your selection of learning modules and sub-topics, preferred delivery modality, and custom design elements (as noted below), will determine the course duration and ultimate “best solution” to meet your unique learning needs. Our proprietary and innovative “4x4” design model, expert level facilitators, and modulated content library is the gateway to high-impact and agile learning experiences that result in immediate skills application. Watch a brief video describing the model. Learn More>>

AMS Professional Development Training Model for Engagement

For the Team

  • Teams of eight or more participants, delivered On-Site or Live Online with the option to customize your learning experience.

For the Individual

Customize your Learning Experience

  • Customize with instructional design options including scenarios, thought leader questions, and exercises
  • Select delivery modality and manage course durations based on content selection
  • Mix and match learning modules & sub-topics to create the most highly customized learning experience
  • Create learning tracks by linking courses & learning modules with connective application exercises over a predetermined timeline
  • Support content with correlating Research Articles
  • Enhance skills application with Performance Coaching
  • Earn select industry and academic accreditations
  • Organizational Learning & Development (L&D) Framework Best Practice
  • Integrate Digital Resources – Thought Leader Interviews – Insights Podcast

Join the ranks of leading organizations that have partnered with AMS to drive innovation, improve performance, and achieve sustainable success. Let’s transform together, your journey to excellence starts here.

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