Difficult Conversations for Line Managers

Getting the best outcomes from difficult conversations

Created byRichard Perry

Last updated 8/2020

English

What you'll learn

How to identify the need for a difficult conversation
How to plan a difficult conversation
How to conduct a difficult conversation
How to follow-up a difficult conversation
How to prevent the need for difficult conversations

Course content

5 sections • 23 lectures • 45m total length

Positioning2:04
A brief into to the course.
Introduction and identifying the need to have a difficult conversation2:55
Understand the structure of the course.
QUIZ 01
Types of issues2:35
Identifying the two types of issues that are most likely to give rise to a need to have a difficult, conversation.

This lecture is followed by an assignment.
ACTIVITY 01

Acknowledgement not agreement2:27
The benefits of acknowledging the other person's point of view (without having to agree with it).

Some practical approaches to doing this and building some rapport.

This lecture is followed by a quiz to test understanding.
QUIZ 02
Empathy not sympathy3:04
How to demonstrate empathy in order to build rapport and trust.

Empathy does not require sympathy.
Decide on a reasonable required outcome3:06
How to tee up the whole difficult conversation in terms of defining what you need to get out of it - your Reasonable Required Outcome.

This lecture is followed by an assignment.
ACTIVITY 02
Be prepared1:58
How to get yourself ready to conduct a difficult conversation.

Things to do and not do.

Anticipating what might happen and dealing with excuses.
Gather your facts1:14
The Challenge Matrix and what you can expect from different approaches.

The value of facts and evidence vs. opinion.

This lecture has a downloadable exercise and is followed by a quiz to test understanding.
QUIZ 03
Expect to have to think on your feet1:18
The value of a goal and being flexible.
Don't force a decision0:55
When it is appropriate to take a time out or call a postponement.

The importance of not rushing a decision.

This lecture is followed by a quiz to test understanding of this and the previous lecture.
QUIZ 04
Check current focus and policy0:56
The importance of being able to actually deliver the consequences if it comes to that.

This lecture has a downloadable exercise.
Set aside enough time1:04
Time and timing are key. Here are some do's and don'ts.
Have the conversation in the right place1:05
Location location location - it is more important than you might think.

Avoiding unintended consequences due to venue.

This lecture is followed by a quiz to test understanding of this and the previous lecture.
QUIZ 05

DESCAR1:27
Describe2:50
Using the DESCRIBE stage of the methodology.

This lecture has a downloadable exercise.
Explain/Evidence1:51
Using the EXPLAIN / EVIDENCE stage of the methodology.

This lecture has a downloadable exercise.
State1:35
Using the STATE stage of the methodology.

This lecture has a downloadable exercise.
Consequences2:32
Using the CONSEQUENCES stage of the methodology.

This lecture has a downloadable exercise.
Agree1:26
Using the AGREE stage of the methodology.

This lecture has a downloadable exercise.
Review2:02
Using the REVIEW stage of the methodology.

This lecture has a downloadable exercise.

Requirements

Preferably have line management or supervisory responsibilities

Description

Is one of your team creating issues because they are:

doing something they shouldn't be doing?
OR not doing something they should be doing?

If your answer is yes then you could be heading towards a difficult conversation.

If you are concerned about facing this challenge - try our course - by the end of it you will be better equipped to:

anticipate,
plan,
deliver
and achieve great results from difficult conversations.

Who this course is for:

Line managers in any size of business
Informal leaders

Difficult Conversations for Line Managers

What you'll learn

Explore related topics

Course content

Introduction3 lectures • 8min

Principles of successful and productive conversations10 lectures • 17min

Approach7 lectures • 14min

Preventing / reducing the need for difficult conversations1 lecture • 4min

Wrapping it up2 lectures • 3min

Requirements

Description

Who this course is for: