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.

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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.

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