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.
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.
The lecture looks at why conversations can go wrong and what we can do to avoid some of the common mistakes that we make.
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.
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.
This lecture looks at effective techniques to use when having a difficult conversation, such as the use of 'I' statements and effective listening.
This lecture sets out a set of key considerations when having a difficult conversation.
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.
In this drama, manager Grant meets with new employee, Jack, to discuss aspects of his performance.
Clive Lewis provides analysis of Grant's conversation with Jack.
In this drama, manager Sue pays a visit to an employee, Olivia, who has been absent from work for several weeks.
Clive Lewis provides analysis of Sue's conversation with Olivia.
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.
Clive Lewis provides analysis of Grant's conversation with Karen.
In this drama, manager Marie meets with employee, Simon, to discuss the company's plans to restructure his department.
Clive Lewis provides analysis of Marie's conversation with Simon.
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.