Mastering difficult communicative situations and conducting unpleasant conversations in the right way
☑ What makes conversations difficult?
☑ Difficult example situations at work that we analyze together.
☑ Traditional professional situations that are difficult and that happen over and over again
☑ How to have a difficult conversation successfully.
The Challenge:
Some managers constantly interrupt, some colleagues constantly change the subject, some customers get very emotional right away – there are so many difficult conversations we have to have in our professional life! In this course I will share with you the underlying structure of any difficult conversation and also how to master the conversation professionally!
Key contents of the course are:
- What makes conversations difficult?
- Learn why conversations fail and how to immediately recognize and resolve difficult conversation situations.
- You will learn how to master every conversation by shaping your communication in an open, authentic and confident way.
Learn about your trainer Kai
Kai Boyd has been a leader, trainer and facilitator since 1989. He supports leaders and their teams to work together effectively, trustfully and with ease. This involves each and everyone – in their respective roles and as people. Tailor-made formats and genuine attention enable potential to unfold and synergies to emerge.
The graduate industrial engineer, managing director and former management consultant knows the requirements of his clients from many perspectives. He works systemically, strength- and solution-oriented. Leading international teams as well as work and academic programs in the USA and the UK enable him to always contribute the international perspective.
English
Language
Einführung
Introduction
Why does a difficult conversation happen?
Friedrich Glasl’s Model Of Conflict Escalation
Tension
Debate
Action Instead Of Words
Coalitions
Loss of Face
Threat Strategies
Limited Destructions
Total Annihilation
Together Into The Abyss
Conclusion
The Ever-present Structure of Difficult Conversations
Overview
The Factual Level
The Emotional Level
The Identity Level
Practice Unit
Practice With A Real Life Example
Well-intentioned is not always well-done
Well-Intentioned Is Not Always Well-Done
Develop Empathy
How to make a conversation productive
How To Make A Conversation Productive
Curiosity
How to get out of the reproach trap
L6 How To Get out of The Reproach Trap
Shared Contribution
Solution Strategies
Solution Strategies
Excercise
Getting A Handle On Your Emotions
Getting A Handle On Your Emotions
Avoid Being Emotional
Exercise
The Identity Level
The Identity Level
First Example
Second Example
Exercise
When difficult conversations are worthwhile
When difficult conversations are worthwhile
Exercise
The Alternative Perspective
The Alternative Perspective
Listening
The common thread for difficult conversations
The common thread for difficult conversations
Final Exercise