Managing Difficult Conversations Course Outline

Managing Difficult Conversations

How to Use This Guide

Session One: Course Overview

Session Two: Choosing to Have the Conversation

Considering the Consequences

Establishing Your Frame of Reference

Establishing Positive Intent

Identifying the Desired Outcome

Session Three: Toolkit for Successful Conversations

Managing Your Body Language

Speaking Persuasively

Active Listening

Asking Questions

Probing Techniques

Session Four: Choosing the Time and Place

Session Five: Framework for Difficult Conversations

What’s Your Purpose?

Steps for a Difficult Conversation

Creating a Conversation Template

Session Six: Staying Safe

Session Seven: Testing the Waters

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan