Navigating Difficult Conversations

Learn how to navigate difficult conversations with emotional intelligence and empathy. Gain skills for managing difficult exchanges. Being able to Navigate Difficult Conversations is an essential skill, regardless of your role within an organization. Understanding how to manage your emotions during stressful exchanges is critical to achieving collaborative outcomes. This course equips you with the necessary tools to control emotional impulses, design appropriate communication pathways, defuse conflicts, and create a path forward. By taking this course, you will gain invaluable skills that help you handle challenging conversations with confidence and finesse, ensuring productive and positive outcomes in any situation. As a participant, you will benefit from practical strategies that enhance your ability to communicate effectively under pressure. You'll learn to remain composed, articulate your thoughts clearly, and navigate conflicts with ease. This course will empower you to foster a more collaborative and harmonious work environment, ultimately contributing to your professional growth and the overall success of your team. Don't miss the opportunity to master these crucial skills.

Delivery Options

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

  • Each course module below lasts 90 minutes and is part of our extensive modulated content inventory. This modular approach to course design allows for cross-title hybrid solutions and dynamic scalability, enabling you to select the most relevant topics for your needs. You can either choose from this title as it is presented or combine other modules from across the catalog to achieve your specific objectives. The AMS team will collaborate with you to build a robust learning experience. Let's Partner ➜

Course Modules

Control Emotions

  • Leverage emotional intelligence to communicate with empathy and sensitivity

  • Recognize personal triggers to stay composed during difficult conversations

  • Learn vocal and physical indicators to convey confidence and clarity

  • Identify and address “hot spots” to prevent conflict escalation

Defuse Conflict

  • Apply conflict management skills to handle disagreements effectively and productively

  • Identify potential conflicts early and develop proactive mitigation strategies

  • Master de-escalation techniques to calm heated situations constructively

  • Prepare backup plans and alternative solutions to ensure resolution

Design Communication Pathways

  • Create a structured plan to guide and keep conversations on track

  • Encourage open communication with bi-directional gateways for mutual understanding

  • Understand the conversation’s story-arch from setup to resolution for management

  • Anticipate objections and prepare responses for constructive conversations

Create a Path Forward

  • Utilize effective negotiation techniques to reach mutually beneficial agreements

  • Keep the desired end goal in mind for alignment

  • Define clear responsibilities and actions to establish accountability

  • Be aware of the ultimate resolution to steer conversations constructively

Who Should Attend

This course is designed for managers and individual contributors who seek to enhance their ability to manage difficult conversations effectively. Whether you are leading a team or working independently, the skills you acquire in this course will be invaluable. By mastering these techniques, you'll build stronger relationships, improve team dynamics, and foster a more productive work environment.

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