Difficult Conversation Skills & Communication Masterclass
4.1 (176 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
13,726 students enrolled

Difficult Conversation Skills & Communication Masterclass

Top Tips & Tricks On Communication Skills, Dealing, Controlling And Winning Difficult Conversations With Alan Stevens
4.1 (176 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
13,726 students enrolled
Created by Expert Academy
Last updated 5/2018
English
English [Auto]
Current price: $69.99 Original price: $99.99 Discount: 30% off
23 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 30 mins on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Understand the circumstances that lead to difficult conversations
  • Learn ways of handling difficult conversations
  • Understand how to use empathy to facilitate a conversation
  • Learn how to reach agreement and close the conversation gracefully
Requirements
  • A willingness to learn new skills and consider changing your existing approach to the subject
Description

From time to time many of us will face conversations which we anticipate will be difficult and which we may feel ill-equipped to handle. We may also occasionally be involved in amicable conversations that suddenly turn sour. Having the knowledge and confidence to deal with these situations can mean the difference between a relationship fortified and a relationship lost, or a sale made, and a sale lost. Those who have mastered the art of dealing with difficult conversations know very well that it is rarely an overnight phenomenon. It takes years of experience to hone. The stark reality is that dealing with difficult conversations is fraught with pitfalls almost guaranteed to unhinge the novice. 

This course is designed to equip you with both the skillset and the confidence you need to successfully manage difficult conversations and ensure that both sides have the best chance of leaving the encounter feeling happy. 

This course aims to be CONCISE and ACTIONABLE. It is jam packed with tips and tricks. You will learn how to: 

  • Understand the circumstances that lead to difficult conversations
  • Learn ways of handling difficult conversations
  • Understand how to use empathy to facilitate a conversation
  • Ask open and supportive questions
  • Focus on facts, not personalities
  • Use tone and body language to great effect
  • Handle challenges whilst remaining calm 
  • Learn how to reach agreement and close the conversation gracefully

Who is Alan Stevens?

Alan has been speaking professionally, on and off stage, for about 40 years. He has written a number of books on the subject, the most recent titled 'The Exceptional Speaker'. He is the most decorated public speaker in the world, having won more awards than any other speaker. He has been the President of the Global Speakers Federation as well as President of the National Speakers Federation in the UK. During his career he has worked with thousands of people and blue chip companies to help them improve their presentation skills. 
Testimonials 
“Alan, most of the time it is hard to get honest replies from people about the content of my communication, and how I can become better at what I do. Thank you very much for your professional advice and help – I really appreciate it.”
– Dame Tanni Grey-Thompson, The UK’s most successful Paralympic athlete

Who this course is for:
  • Anyone who would like to improve the way they deal with difficult conversations
  • Professionals who are involved in client facing roles
  • Sales people looking increase their success rate
Course content
Expand all 16 lectures 30:30
+ Introduction - Welcome from Alan Stevens
1 lecture 02:05

In this lecture Alan explains what you are going to learn on this course, how he will help you to understand the circumstances that lead to difficult conversations. He will help you learn ways of handling difficult conversations, understand how to use empathy to facilitate a conversation, learn how to reach agreement and close the conversation gracefully.

Preview 02:05
+ Difficult Conversations
11 lectures 21:54

Conversations can be difficult for a variety of reasons including:

  • Previous experience
  • Unreal expectations
  • Misunderstandings
  • Outside issues
  • Other problems


Preview 01:59

Good preparation includes:

  • Plan but don’t script
  • Know your facts
  • Rehearse with a colleague
  • Prepare for the toughest questions
  • Have an outcome in mind
Preview 01:59

Things to consider when you are setting up a room for a difficult conversation include:

  • Control the environment
  • Ensure privacy - visual and auditory
  • Hygiene factors - water, heating, access
  • Avoid physical barriers
  • Ensure both parties have access to an exit
Preview 02:35

Key elements to starting the conversation include:

  • Enquire and listen
  • Hear and acknowledge
  • Check understanding
  • Explain your position
  • Language examples - “How did that feel?”, “How important is that to you?” “What advice would you give yourself?” ‘I’d like to help you with that”
How to Start the Conversation
02:22

Some keys to maintaining the conversation are:

  • Eye contact
  • Smiling
  • Open body language
  • Repeating back (from notes with permission)
  • Clarifying and summarising


Active Listening and Responding
01:55

Some of the keys to asking the right type of questions are:

  • Avoid yes or no questions
  • Who, Where, What, When, Why and How?
  • Tell me your perspective
  • How did that feel for you?
  • To what extent...?
Ask Open and Supportive Questions
02:03

It is critically important to:

• Agree the facts
• Recognise policies
• No personal statements
• Talk about actions, not intentions

Focus on Facts, Not Personalities
01:23

It is important to consider:

  • Open and closed body language
  • Voice at normal level
  • Speak slowly
  • Ensure absolute clarity
Use of Tone and Body Language
01:44

There are methods you can use to find alternative solutions to problems. These include:

  • Ask for their view
  • Make the alternatives clear
  • Discuss pros and cons factually
  • Ask them to rate the options


Exploring Alternative Solutions
01:27

The key steps to handling challenge are:

  • Stay calm
  • Stick to the facts
  • Use neutral paraphrasing
  • Summarise questions and responses
Handling Challenge
02:41

The best way to close a difficult situation is:

  • Check if solution is acceptable
  • If not, agree what alternative solutions exist
  • Set a follow-up time
  • Offer to clarify anything
  • Ensure both parties understand the action plan
How to Close a Difficult Conversation
01:46
+ Conclusions
2 lectures 01:50

Just to remind you of what we've covered in this course:

  • Stay calm
  • Listen actively
  • Stick to the facts
  • No personal comments
  • Ensure agreement on solution or next steps
Summary - What We’ve Covered
01:13

In this quick lecture Alan covers other sources of information you might use to improve your understanding

Thank You and Next Steps
00:37
+ BONUS SECTION: Perfect Pitching
2 lectures 04:41

(Lecture taken from Alans's course: https://www.udemy.com/perfect-pitching-how-to-tell-them-what-they-want-to-hear/learn/v4/overview)

A pitch is a clear, concise and well-practiced description of your idea. The start must be delivered in the time it would take in no longer than 60 seconds. That’s time for 150-180 words. Use the first minute or two to make everyone feel safe.

Choice, fairness and accountability are three of the most popular words in English - use them in your opening remarks. Keep it simple.

Preview 02:10

(Lecture taken from Alans's course: https://www.udemy.com/perfect-pitching-how-to-tell-them-what-they-want-to-hear/learn/v4/overview)

Avoid sounding like a solution in search of a problem. Explain how your unique solution fills a “must have” need. If you aren't solving a problem or filling a need, you're in for a tough sell.

Give then a couple of statistics that are part of the problem and solution.


Solving their Problem
02:31