Manager's Guide to Difficult Conversations
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Manager's Guide to Difficult Conversations

Communication Techniques & Scripts for Handling Difficult Conversations, Conflict Management & Managing Emotions
0.0 (0 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.
20 students enrolled
Last updated 8/2017
English
English [Auto-generated]
Current price: $10 Original price: $145 Discount: 93% off
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Includes:
  • 1 hour on-demand video
  • 11 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Overcome resistance to difficult conversations and feel confident and well-prepared
  • Know what to say and how to approach difficult topics with minimal conflict or discomfort
  • Use proven communication techniques that ease tensions, open communication, and build relationships
  • Save your team and organization from the long-term consequences of avoiding critical issues
  • Plan your approach and choose the right timing, location, and how to begin the conversation
  • Understand how to manage emotions before and during the conversation
  • Develop your manager’s superpower—listening!
View Curriculum
Requirements
  • The ability to print course materials
Description

We all have those conversations we keep putting off. Those times when we know we should talk to someone, but we don’t.

And then there are those conversations we HAVE to have as leaders, such as:

  • Addressing behavioral issues
  • Discussing promotions that aren’t coming
  • Mediating conflicts
  • Or worse, laying someone off

It’s understandable if you resist these conversations. Maybe you’ve tried approaching an individual in the past and it went badly. Or maybe you fear that talking about a problem will only make the situation worse. 

Having difficult conversations is never easy, whether they're with co-workers, staff or subordinates. The problem is that avoiding difficult conversations has detrimental consequences. And, approaching difficult conversations without clear goals and effective communication strategies can make matters even worse by eroding trust and damaging relationships.

Whether you’re the CEO, manager, supervisor, team lead, or you work in human resources, it is your responsibility to be the example for how to approach difficult conversations.

The good news is that there are PROVEN TOOLS AND STRATEGIES for handling these situations. Plus, when you prove that you can handle difficult situations with ease and grace it will earn you respect, trust, and adoration from those you work with, improving your relationships as well as the overall atmosphere and productivity of your organization.

In this course we’ll help you:

  • Develop a better understanding of why certain conversations are so challenging, why you avoid them, and what consequences you face by not mastering this skill.
  • Overcome fear of confrontation, not knowing what to say, or, ultimately, failure, and develop confidence that you can handle difficult conversations with minimal discomfort.
  • Take responsibility for the success of these situations by preparing in advance and focusing on the desired outcomes.
  • Understand and manage emotions before and during the conversation to avoid escalation.
  • Utilize proven techniques for effective communication, listening, and approaching the conversation.

So who are we?

We are Joeel & Natalie Rivera. We own a digital media publishing company called Transformation Services, Inc. We provide training programs and curriculum development for entrepreneurs and small businesses. We also run a magazine and live events and conferences. We’ve worked with 40,000 students, coaches and businesses from 170 countries. All of our programs are created based on over a decade of experience in education, business development and coaching, as well as my background in psychology, including my Master’s in Counseling and Education and my research on happiness for my dissertation for my PH.D. in Psychology.

Who is the target audience?
  • Leaders, managers or human resources professionals who want to address difficult conversations professionally
  • Anyone who wants to handle challenging issues in the work place in a way that avoids conflict
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Curriculum For This Course
15 Lectures
01:09:50
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Introduction
3 Lectures 12:59

Welcome, it is great to have you with us. In this lecture we will go over what you will get out of the course and share who we are. 

Preview 03:09

In this lecture we will go over common difficult conversations that may be needed. We will also address how it's normal to feel apprehensive and why we avoid this conversations. 

Preview 04:28

Avoiding difficult conversation can be more costly and have bigger consequences than we we imagine. In this lecture we will go over the cost of not having these conversations and not addressing issues in a timely and proper way.  Some of the things that we will look at is resentment, resistance, retaliation, and eroding of respect that is created when we avoid the conversations. 

Preview 05:22
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Taking Responsibility
3 Lectures 15:49

Preparing yourself is essential for a productive conversation. In this lecture we will go over re-framing your perspective, handling your emotions, to script or not to script, preparing the facts so that you can better be prepared to deal with the difficult conversation. 

Preparing Yourself First
04:47

 In this lecture we will  go over defining your desired outcome. Before you discuss anything you have to become clear about the true nature of the problem, and your objective. You may also look at how to preserve the relationship and be able to assess your true intent.

Defining Desired Outcomes
04:36

In this lecture we will go over timing and location. We will go over things to consider regarding the timing of conversations, such as the level of immediacy, emotional states, and other conflicts, as well as considerations regarding location and privacy.

Timing and Location
06:26
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Facilitating the Conversation
4 Lectures 21:22

One of the biggest challenges of having a difficult conversation is actually starting it. In this lecture we will go over choosing your approach, how to be upfront,  and we will also provide scripts for approaching the conversation.

Beginning the Conversation
04:43

In this lecture we will go over how to prepare yourself to manage emotions before going into a difficult discussion. 

Managing Emotions: Prepare
05:39

In this lecture we will go over strategies for handling emotions during the conversation including being aware of warning signs, avoiding triggers, and redirecting.

Managing Emotions: During Conversations
05:49

In this lecture we will explore case studies of several scenarios in which managers had to address difficult conversations and how they handled it.

Example Scenarios
05:11
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Communication Strategies
3 Lectures 14:42

In this lecture we will go over communication mistakes to avoid.  We will go over the impact of trying to be right, impact of no "my way or the highway" attitudes, the proper use of written communication, why you should not rush the conversation, why you should not  fill silence, and trigger words to avoid.

Communication Mistakes to Avoid
05:13

In this statement we will go over techniques that will help you be a more effective communicator. We will go over the power of "I" statements, the "feel good sandwich", and XYZ "What, When, How" statements.

Effective Communication Techniques
04:35

In this lecture we will share the importance and how to be an effective listener. We will also give you the 3 step method for effective listening, and strategies for paraphrasing to increase help you increase understanding.

Effective Listening
04:54
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Wrap-Up and Next Steps
2 Lectures 04:58

In this lecture we want to leave you with some bonus tips to help you in difficult conversations. We will go over consistency, developing trust,  importance of follow-up, giving back, reflecting, and  how to handle more extreme situation. 

Tips for Avoiding Future Difficult Conversations
03:34

Congratulations, you did it! We thank you for your commitment to your personal growth and acquiring the skills that will help you be a better leader in your organization.  In this lecture we will share what your next steps are in this journey.  

Conclusion and What's Next
01:24
About the Instructor
Joeel & Natalie Rivera
4.6 Average rating
4,256 Reviews
34,667 Students
45 Courses
Top Udemy Instructor with over 30,000 students

Joeel & Natalie are firestarters, entrepreneurs, coaches and professional speakers. They are powerful, passionate, and REAL! They have had over thirty thousand students from over 170 countries take their courses. They take students beyond the typical online course experience by evoking deep, emotional reactions that transform them from within. Rather than simply learning information, students finish each course with a clear, immediate action to take and practical tools to stay empowered and achieve success.

Their goal is to challenge individuals to step outside their comfort-zones and break free of their old patterns and limitations. They inspire students to rewrite their life stories, turn their curses into blessings, discover their greater purpose, and be the change they want to see in the world.

More about the instructors:

Joeel A. Rivera, MEd: From an early age, Joeel faced adversity, including failing his first year of college and losing his brother to a car accident at the age of 19. This experience transformed his life and instilled a deep sense of purpose by inspiring him to give his brother Daniel's name a meaning by helping others find their true path. He returned to college, earning a Master's Degree in Counseling, and he is currently completing his dissertation for his Ph.D. in Psychology, with an emphasis on happiness. In almost a decade, Joeel has reached over ten thousand people from different parts of the world as an educator, entrepreneur, speaker, curriculum developer, and consultant. His clients have included school systems, the juvenile justice system, non-profits, the penitentiary system, medical centers, legal firms, individuals and small businesses.

Natalie Rivera is passionate about empowering others to live authentically and embrace their inner callings. After a decade of living a life that wasn't hers and developing Chronic Fatigue Syndrome, Natalie let go of everything and completely transformed. Through her journey to healing she rediscovered her true self and greater purpose—to be an entrepreneur and inspire others to transform their lives. Natalie “retired" from the rat race at 24, put herself through school as a freelance designer, and created a non-profit teen center. She is also the Publisher of Transformation Magazine.

Transformation Services, Inc. (a.k.a. Transformation Academy) offers online courses, life coach training programs, professional speaking, curriculum development, life coaching, event management, and publishing for individuals on a path of transformation.