Having difficult conversations and being able to manage them effectively is a vital leadership skill which all good leaders should possess. Dealing with a delicate situation, like appraisals, solving a staffing or performance problem, or important customer conversations, requires sensitivity and finesse. This workshop teaches participants how to be assertive, honest and fair whether with team members or with customers. You will learn to approach challenging situations with confidence, positivity, and practicality.

• Explain why certain conversations are so difficult
• Shift their perspectives about difficult conversations, for those who dread or retreat from having these conversations
• Strategically prepare for and initiate a difficult conversation
• Confidently engage in a difficult conversation
• Make conscious decisions about the best verbal and nonverbal ways to communicate
• Act with integrity
• Demonstrate empathy
• Successfully “recover” from a difficult conversation
• Manage their emotions during a difficult conversation

• Gathering the facts – doing your homework
• Identifying the desired results/solutions
• Preparing your mental state, a calm attitude
• Choosing the right time and place
• 10 questions about having difficult conversations
• Conquering your fears before having the conversation

• Starting the conversation
• Using appropriate language
• Communicating with clarity, empathy, honesty, and genuineness
• Taking a positive approach
• Using constructive feedback
• Mastering the art of constructive negative feedback
• Active listening

• Moving the conversation forward
• Focusing on building long-term relationships

Up to 30 students

• Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.
• Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.
• A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.

Questions? Contact our training coordinator via email or phone at (202) 843.5447.