Master the steps to successfully conduct difficult conversations.
Manage the emotional dimension to make it less stressful and more productive.
Use the tools of the Mutual Gains Approach to effectively handle both relational and rational issues.
Objectives
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Identify the three underlying conversations in a difficult topic.
Conduct a conversation on a sensitive subject with people who are initially resistant.
Deliver bad news effectively without jeopardizing the relationship.
Master techniques to remove obstacles to cooperation and achieve a favorable, lasting outcome.
Prerequisites
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The Mutual Gains Approach
Target Audience
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All professionals, regardless of their sector, who are required to negotiate as part of their role. Our programs cover the full spectrum of negotiation including commercial, financial, social, managerial, political, and even geopolitical contexts.
Programme
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1. Conduct a Conversation on a Difficult Topic
Why is a failed conversation not caused by the topic itself, but by how I perceive it?
What are the risks and costs of avoiding difficult conversations?
What misconceptions disrupt effective communication?
2. Define a New Framework for Managing Difficult Conversations
What is the traditional approach to addressing a difficult conversation?
Why does it often block communication?
How to manage the three underlying levels of the exchange: what happened, the emotions involved, and identity assertion?
What new principles should be adopted?
3. Approach a Difficult Conversation
How to separate interests from goals? What distinguishes a good goal from a bad one?
How to formulate objectives to optimize outcomes?
Which risky tactics should be avoided, and what common errors lead to their use?
4. Manage Interactions
How to start a difficult conversation without putting the other person on the defensive?
How to leverage the power of active listening?
How to address the core issues effectively?
How to communicate with clarity and persuasion?
5. Correct the Course
How to respond if the other person refuses to talk, attacks personally, or won’t listen?
How to use reframing techniques when the other engages in destructive controversy?
How to “name” destructive behavior or the rules of the interaction to shift toward a constructive problem-solving approach?
Included in the training
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Knowledge and skills assessment test
Teaching
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100% hands-on training, based on practical cases and simulations.
