How to Manage Difficult Conversations

Even in the best corporate cultures, some conversations are tricky. Explore why these conversations are so difficult, how to manage emotions that result from this, and what strategies to apply as managers, leaders, or individual contributors, to navigate these challenging conversations. 

This Express Skills course would augment Mastering the Art of Critical Conversations.

Course Objective

• Why are some conversations difficult? Fight or flight: the science behind our emotional response. 
• Recognize signs of “fight or flight” in yourself and others.
• Respond to triggers in yourself and others. 
• How does remote/flexible work and climate heighten “fight or flight” in workplace conversations?
• Analyze your experience

How You Will Benefit

• Reduce fear and anxiety around engaging in challenging conversations
• Improve your confidence and ability to handle difficult conversations well
• Be the example of how to approach difficult conversations

What you will cover:

• Become familiar with the science behind emotional responses to challenging conversations
• Recognize signs of fight or flight and respond to triggers in themselves and others 
• Shift from an adversarial stance to a collaborative approach to conversations  
• Define the objective of a challenging conversation and keep the conversation on track
• Use communication techniques to manage a challenging conversation and produce better outcomes

Who Should Attend

• Individual contributors, leaders, managers, team leaders

Outline Classroom

The emotional response to difficult conversations

• Why are some conversations difficult? 
• Fight or flight: the science behind our emotional response
• Recognize signs of “fight or flight” in yourself and others
• Respond to triggers in yourself and others
• How does remote/flexible work and climate heighten “fight or flight” in workplace conversations?
• Analyze your experience

The personal and business imperative for managing emotions when engaging in difficult conversations

• Reflect on the personal and organizational benefits of short-circuiting the fight or flight response

Reframe the conversation 

• Explore the crippling assumptions we make around truth, motives, and blame 
• Understand the need for a mindset of curiosity and openness and how to make the shift

Moving toward a better conversation: communication techniques to navigate challenging conversations

• Understand the need for identifying a conversation objective and how to respond when things get off track 
• Develop cooperative language to minimize emotional reactions and achieve a desirable outcome
• “I” messages
• Sticking to the facts and impact
• Asking questions and reflective listening
• Assertive communication  
• Analyze your experience and identify which techniques you need to work on—based on whether you tend to fight or flee