Overcoming a Difficult Conversation

The course
Taking on a difficult or tough conversation can be a challenge that most people do not welcome – whether they talk to staff or people outside their organization. These conversations are, however, often necessary to avoid situations getting out of hand, and hopefully they can be turned into a possibility for development and mutual understanding.

Goals

To gain insight into your everyday communication style and how it affects the conversation.
To gain insight into ways of influencing the conversation.
To enable you to apply conversation techniques in everyday situations.
To obtain knowledge of how and why situations escalate and turn negative.
To gain insight into and receive training in creating a dialogue and how to listen to the intention behind the words.
To draft a plan for preparation, execution and conclusion of a difficult conversation.

Contens
A mix between theory and practice with a strong focus on utilizing the practical tools that are taught during the course.

The following topics are covered:

Test of personal communication styles
Exercises based on conversation tools
Physical and mental reactions to crises
A communication model

Course duration
A two-day intensive course from 9 am to 4 pm.

Company courses only