Handling difficult conversations with skill and confidence
5.0 (4 ratings)
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Handling difficult conversations with skill and confidence

How to address difficult situations and manage sensitive issues in the workplace
5.0 (4 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
506 students enrolled
Created by Skill Boosters
Last updated 7/2017
English
Current price: $10 Original price: $45 Discount: 78% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1 hour on-demand video
  • 4 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • recognise the most common mistakes we make when having a difficult conversation and know how to avoid them
  • prepare for a difficult conversation
  • employ key communication skills
  • stay calm and defuse emotionally-charged situations
  • look beyond the immediate situation and get to the root of a problem
  • find mutually acceptable and sustainable solutions
  • negotiate effectively and agree a way forward
  • monitor progress and ensure that the problem doesn't recur
View Curriculum
Requirements
  • The course does not require learners to have any specific software just basic computer operating skills.
  • No special materials or prior knowledge necessary - everything is provided.
Description

Having the skills and confidence to handle difficult conversations with staff is an essential part of being an effective manager. This course aims to remove the fear factor from difficult conversations and show how the right approach can help turn that tough talk into a constructive dialogue.

It could be addressing someone’s behaviour or work performance, breaking the news about redundancies, turning someone down for promotion or trying to get a long-term absentee back to work. Whatever the issue at stake, being able to approach these kinds of difficult conversations constructively is a crucial skill for managers. A positive outcome can mean the difference between an employee becoming more engaged and productive, or getting increasingly dissatisfied, going absent or even making a grievance claim.

This course uses powerful original drama and insight from leading workplace mediation experts to look at difficult conversations in a new light and demonstrate how to achieve the outcome you want.

Who is the target audience?
  • Anyone who wants to learn about how to approach a conversation that may be challenging and ensure that it reaches a positive and constructive conclusion.
  • The course will be of particular interest to managers, team leaders and business owners.
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Curriculum For This Course
16 Lectures
01:00:48
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Introduction
1 Lecture 00:59

An introduction to this course on difficult conversations and how to handle them.

Preview 00:59
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Why are some conversations challenging?
2 Lectures 11:35

This lecture looks at some of the reasons we might have to have a difficult conversation, the problems we might encounter and why certain issues may be particularly sensitive and present us with specific challenges.

Difficult and sensitive issues
06:18

The lecture looks at why conversations can go wrong and what we can do to avoid some of the common mistakes that we make.

Preview 05:17

Section 2: Check your understanding
2 questions
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Preparing for the conversation
1 Lecture 03:00

This lecture looks at how to prepare properly for a conversation that may present challenges, including where and when to hold the conversation and what kind of research to do in advance.

Doing your research and choosing a time and location
03:00

Section 3: Check your understanding
1 question
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Good communication
2 Lectures 04:14

This lecture looks at the importance of not just what we say, but how we say it, and how to ensure that our words, tone and body language all support our objectives.

Words, tone and body language
02:22

This lecture looks at effective techniques to use when having a difficult conversation, such as the use of 'I' statements and effective listening.

Conversation techniques
01:52

Section 4: Check your understanding
2 questions
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Making your conversation a success
2 Lectures 08:43

This lecture sets out a set of key considerations when having a difficult conversation.

Nine ways to success: Part 1
06:45

This lecture explains the BUILD model, which sets out a step-by-step framework for approaching and conducting a conversation to ensure the best outcome.

Nine ways to success: Part 2 - The BUILD model
01:58

Section 5: Check your understanding
2 questions
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Drama and analysis
8 Lectures 32:17

In this drama, manager Grant meets with new employee, Jack, to discuss aspects of his performance.

Preview 04:38

Clive Lewis provides analysis of Grant's conversation with Jack.

Drama 1: Analysis
03:22

In this drama, manager Sue pays a visit to an employee, Olivia, who has been absent from work for several weeks.

Drama 2
06:33

Clive Lewis provides analysis of Sue's conversation with Olivia.

Drama 2: Analysis
02:38

In this drama, manager Grant meets with employee, Karen, to discuss aspects of her behaviour towards a colleague and her management of a new team member.

Drama 3
05:19

Clive Lewis provides analysis of Grant's conversation with Karen.

Drama 3: Analysis
04:04

In this drama, manager Marie meets with employee, Simon, to discuss the company's plans to restructure his department.

Drama 4
02:17

Clive Lewis provides analysis of Marie's conversation with Simon.

Drama 4: Analysis
03:26

Assessment quiz
5 questions
About the Instructor
Skill Boosters
4.5 Average rating
501 Reviews
5,906 Students
18 Courses
Courses for inclusive, productive and healthy workplaces

At Skill Boosters we work with leading subject matter experts to design, develop and deliver training for the workplace.  We are passionate about delivering behavioural training which helps to build productive, tolerant and inclusive individuals, teams and workplaces and which improves lives and life chances.

Our courses combine video drama, expert analysis, documentary sequences and interactive study to provide flexible, cost-effective training that engages, informs and inspires our learners.

Skill Boosters courses and resources are trusted by many of the world's leading organisations to develop and improve the skills and behaviours of their people.