Course Overview

Do you tend to get uncomfortable during crucial conversations where the stake is high or where emotion runs strong?

Why is having difficult conversations important? The potential of growth in businesses depends on the ability to handle crucial and difficult conversations effectively. These hold fort especially when the stake in the conversation is high, where one is required to be mindful of one’s thoughts, emotions, impulse, words, voice and facial expressions. Lack of attention to one’s communication during important conversations can turn out to be a costly mistake.

How do you handle crucial conversations? Communication can become a challenge and an emotionally charged event especially during the project negotiations, performance evaluations, in times of crisis, change in the direction of the project etc. Usually, people would do anything to avoid these or other similar situations. Yet due attention to such difficult and critical conversations can lead to positive results.

This course offered by ZOE Talent Solutions will encourage an open and honest dialogue around key topics, lower the risks involved, reduce conflict, nurture relationships, and improve productivity and efficiency. It will also foster others to do the same and thus develop the alignment and agreement required to flourish in business.

Course Objectives

The objectives of this Difficult and Crucial Conversations Training Course are:

• Counter challenging conversations with confidence and skill
• Identify the right time and place for having critical conversations
• Learn how to
  • Speak assertively
  • Suspend judgements for better understanding
  • Engage in effective conversations that resolve tough challenges
  • Have healthy and respectful discussions
  • Demonstrate respect in such discussions

Training Methodology

We at ZOE Talent Solutions, provide step-by-step practical solutions to the challenges you face during difficult and crucial conversations. A highly interactive presentation will include simulation exercises, management games, paper-pencil exercises, activities, role plays, videos, real-life situations, case-studies etc. You will get an opportunity to explore unique solutions to your work-related challenges with industry experts and participants.

ZOE Talent Solutions follows the methodology of ‘Do-Review-Learn-Apply’.

Organisational Benefits

The corporates and the business units will benefit as follows:

• Increase in the levels of performance and excellence in service
• Reduction in personal biases which get involved during crucial conversations
• Create awareness about how to be result-oriented while having challenging conversations
• Result in more collaborative solutions
• Stay agile in changing circumstances

Personal Benefits

Participants attending the Difficult and Crucial Conversations Training Course, will benefit as follows:

• Learn the communication skills of top performers
• Understand why most of us avoid conflict and difficult conversations at work
• Learn the importance of trust and how to build trust
• Build strong communication skills
• Improved ability to resolve conflicts
• Envisage how to master emotions to attack problems – not people
• Know how to deal with difficult and hostile people

Who Should Attend?

• HOD’s
• General Managers
• Managers
• Supervisors
• HR Specialists
• HR business Partners
• Purchase Officers
• Line Managers
• All those who deal with suppliers and customers

Course Outline

This training program will include the following modules:

MODULE 1: INTRODUCTION

• What is a conversation?
• Types of conversations
• Why difficult and crucial conversations?
• Identify which conversation to hold when

MODULE 2: GETTING BETTER AT CONVERSATIONS

• Identify reasons of communication failure in such conversations
• Skills required to hold crucial conversations

MODULE 3: DECIDING TO HAVE A CONVERSATION

• Planning the conversation
• Get an awareness of the possibilities during the conversation
• Understanding your options

MODULE 4: PREPARING AND MASTERING CRITICAL CONVERSATION

• How to ensure the desired outcomes?
• Appreciate the power of dialogue
• Acquire the right mindset to have the desired conversation

MODULE 5: MAKING IT SAFE

• Steps to build safety in conversation
• Cultivate mutual purpose for those who hold opposing viewpoint

MODULE 6: FOCUS DURING THE CONVERSATION

• How to keep focused and attentive on what you want?
• Staying positive during aggressive conversations
• How to be a good listener?
• Being Emotionally Intelligent
• Considering the stories of others

MODULE 7: TURNING CRITICAL CONVERSATIONS INTO RESULTS

• Methods of decision making
• Turning decisions into actions
• Steps to master difficult conversations

MODULE 8: STORYTELLING

• Identifying the stories to share
• Speaking with influence
• Sharing strong opinions through stories