Managing Challenging Conversations
Are you ready to manage the challenging conversations that are called for in the current climate?
Challenging times often lead to difficult conversations, whether within or outside a formal appraisal process. In the current economic climate it is more important than ever that you ensure you have the right people with the right skills doing the right things. Having a manager with the skills to provide effective feedback and direction is essential.
JSB Management Development training is designed to produce long-term benefits, providing you with the competencies and self-awareness you need to handle challenging conversations, as well as access to the latest thinking, direct trainer feedback and an opportunity to practise new skills.
We include a range of exercises and activities to ensure that all learning is practical and relevant to you and your organisation. Case studies are included for discussion and role-plays occur throughout the day in order to practise skills and apply knowledge. As always, content and format can be tailored to suit your needs.
What the training may cover:
Understanding what makes a conversation challenging
- Sharing bad news
- Differing expectations/perceptions
- Personal reactions and personalities
Preparation and having clear objectives
- Being clear about what you want to say
- Being clear about what you want to achieve
Knowing what to say and how to say it
- Separating people from performance and potential
- Using communication skills to maximum advantage
- Useful phrases to deliver your desired message
Managing expectations
- Useful phrases to manage expectations
- Putting things into perspective
- Starting difficult conversations
- Identifying the issues
- Tackling the problems
- Expressing different opinions
Giving feedback that it is understood
- Delivering feedback that will result in action
- Framing feedback to embed understanding
- Getting agreement on the way forward
Anticipating and handling reactions, behaviours and conflict
- Reading the signs – body language and other non-verbal indicators
- Behavioural styles and how to deal with them
- Understanding your own style and triggers
- Handling conflict and dealing with ‘push back’
The training will equip you with the skills, knowledge and behaviours to effectively manage challenging conversations confidently to deliver results!