Difficult Conversations: Master Difficult Conversations

In this lesson you will learn about the different personality style's and gain a better understanding of which personality style you are!

In this lesson we explore the importance of trust and how you may, without even realizing it, be causing people to not trust you. We also look at how to gain trust with others. 

In this lesson we explores the various versions of the truth. And yes there are many.

When having a difficult conversation it is important to be prepared for strong emotions to arise. In this lesson we explore strong emotions and how to effectively communicate when facing strong emotions from another person.

Being aware of your own emotions will support you when it comes to wanting to avoid difficult conversations. Having self-confidence will help you face those tough talks. In this lesson we explore deflection! 

Given the 5 scenarios attached, what would make the conversation difficult?

When you are speaking with another person, to maintain credibility, trust and rapport, it is important to think before you act. In this lesson we dive into just that!

Before coming to any conclusions, it is necessary to gather and evaluate the facts. Let's learn more about this!

Everyone has emotions and understanding emotions will make you a stronger, more confident communicator in difficult situations and when having difficult conversations.

We all have our own perceptions of reality. It is important to recognize that everyone has their own perception. In this lesson, this is discussed in detail!

In this lesson you will learn how to create a positive outcome out of any situation!

Answer the pertinent questions: what is the issue, facts, assumptions, feelings; what do you want to achieve from the discussion?

Think of a difficult conversation you need to have in the near future.  Following the guidance from this course so far, prepare the strategy for your discussion.

It's time to have the conversation. In this video Lorraine will go over the important elements and tools to keep in mind and apply to any difficult conversation, in order to achieve the best possible outcome. 

Let's look at open-ended vs closed ended questions; probing questions and level 3 questions.

There are several ways to listen loudly including; empathic listening, managing your thought process and manage the emotions. Let's explore!

In this lesson we look at finding the place where you agree. We also look at the need to adapt or rebalance and how to do so.

In this lesson you will learn about establishing commitments and timelines for both parties as well as actions to be taken if they are not fulfilled.

Watch the example of a difficult conversation in the next lesson. Identify what went well, the skills used and what could have been done differently.

Identify what went well, the skill used and what could have been done differently

Immediately following the meeting take time to reflect on your communication and its effectiveness. Answer a series of reflective questions. Make notes about the conversation.

In this lesson we look at how to appropriately take action when the agreed outcome is not delivered.

Go back to the clips in the last exercise, use the reflective worksheet and answer the questions from the perspective of the person delivering the message and the person receiving the message.

In this lesson we look at understanding that each difficult conversation requires flexibility in approach. 

In this lesson we explore the importance of timelines in addressing difficult conversations.

In this lesson Lorraine summarizes all the steps in preparing for, having and reflecting on a difficult conversation.

Have the conversation you prepared for in Section 4. Reflect on the conversation using the worksheet and follow up in writing.

Congratulations! You have completed this course! In this lesson Lorraine shares final thoughts and how you can move forward with the confidence and tools to have difficult conversations!