Management Skills: Challenging Conversations

Speaker:

Xenia Goddard

Description/Overview: 

With organizations having to adapt to a constantly changing world, the capacity to have effective conversations is more important than ever. Whether the topic of your conversation is delivering a difficult message, giving tough performance feedback, or confronting insensitive behavior, the reticence most of us feel about having challenging conversations can be overcome. 

Challenging Conversations covers all of the most challenging, intense, and emotionally charged types of conversations. Using a flexible five-step model, participants use work examples to practice new skills and have ample time for personal reflection on issues they face in their daily lives. These include speaking up without alienating the other person and being able to listen even if you are triggered by what you hear. 

There are five interconnected steps to having a challenging conversation: 

• S State your concerns directly 
  
• P Probe for information to gain deeper understanding 
  
• E Engage each other through wholehearted listening 
  
• A Attend to body language 
  
• K Keep forward focused when possible 
  

All of these steps are important, although steps S, P, and E are the starting points. Depending on the situation, pick one as a conversation opener. Step A should be used throughout the entire conversation. Step K concludes the conversation.

Learning Objectives:

• A culture change that sets preferences for approaching difficult or conflict-ridden conversations
  
• A common language and approach for successfully managing challenging conversations
  
• Improved interpersonal communication skills through behavior modeling, practice, feedback, and coaching
  
• A deepening of managers’ competence and commitment to conduct challenging conversations
  

Who Should Attend:

Individuals in a supervisory or managerial role, although all employees within an organisation can benefit from this course.

CPD Credits: 4 CPD

Cost:

Member: 225 KYD

Non-member: 275 KYD

Please note the following below:

• Cut-off for registration is 22 April, 2018.
  
• Due to high standing costs, no refunds will be issued. If you are unable to attend and wish to send a replacement, please notify CIIPA at admin@ciipa.ky no later than 3 p.m. on 3 May.