Techniques for Navigating Challenging Conversations at Work

Challenging conversations are common in the workplace, yet we all tend to avoid them until absolutely necessary. What if the difference between avoiding/hating challenging conversations and enjoying and having successful outcomes is all in your head? What if your ability to handle any challenging conversation is merely learning the psychology of why they are difficult, shifting your way of engaging in those conversations, and mastering several templates to practice and use to create opportunities and solutions versus upset and frustration? This material will cover all the salient points to support you on your way to mastery. Become the person people look to for help with creating success out of challenging conversations by committing to learning these key principles and practices.

Topics Covered in this Session:

What Happens in Your Head/Heart/Spirit That Causes Challenging Conversations to Go Badly

• What the Mind Does to Your Emotions and Intelligence
• How to Catch and Stop Those Triggers
• Reframing and Avoiding the Drop-in IQ During Difficult Conversations

To Talk About or Not to Talk About

• Choosing to Have the Conversation
• Setting the Context for Success Based on the Behaviors of the Other Party
• Preparation and Delivery to Nullify Negatives and Support Positive Outcomes

 Having the Challenging Conversation – the No Lipstick on a Pig Mastery

• Identifying Viewpoints
• Diffusing Stress, Tension
• Handling Resistance
• Setting Mutual Goals/Values/Solutions

 Giving and Receiving Positive and Negative Feedback

• The Three Conversations
• The Tricks of Seemingly Positive Conversations and Guidelines to Conduct
• The Tricks of Seemingly Negative Conversations and Guidelines to Conduct

 Tools and Templates You Can Use to Guarantee Your Success

Who Should Attend:

• Supervisors
• Branch Managers
• Team leaders
• Human resource managers
• Vice presidents
• Presidents, CEOs, CFOs
• Controllers
• Banking Officers/Directors
• Customer Experience