Crucial Conversation Skills
Course Aims:
The course is designed to enable delegates to have more effective outcomes from conversations where potentially the stakes are high and emotions may be strong.
Course Objectives:
At the end of this course delegates will be able to:
- Resolve disagreements skilfully and effectively.
- Build acceptance rather than resistance to ideas and solutions.
- Speak persuasively without offending others.
Duration/Location:
- 1 day/In house or consultant facilitated virtual course / online training session(s)
Course Contents:
- What is a crucial conversation?
- What crucial conversations do you have?
- A model for having crucial conversations
- Impactful people – what do they do?
- Power of behaviour and body language
- Commanding attention from others
- Understanding the impact you have on others
- Demonstrating confidence
- Stating personal preferences positively
- Speaking without offending – using the right words
- Listening to other points of view
- Defending ideas and addressing concerns
- Understanding others wants, needs and emotions
- Encouraging others to talk and share issues
- Creating win-win situations
- Negotiating on interest and needs
- Building relationships and rapport
- Reciprocation
- Commitment and consistency
- Social proof
- Authority and positional power
- Avoiding silence or ‘attack’
- Sharing facts, ideas and feelings candidly
- Staying focused and in control
- Handling your own emotions and stress levels
- Dealing with emotional and volatile people /situations
- Transferring learning back to the workplace
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