Difficult Conversations: Master Difficult Conversations
If you want to effectively communicate with your co-workers, employees, boss, family and friends, then this is course for you! Communication Fundamentals: Master Difficult Conversations introduces you to the key tools and know-how that you need to effectively communicate in order to build stronger relationships and better outcomes! In this course you’ll learn how to use the communication process, the various channels of communication and how to recognize which channel is appropriate for which style of personality, the power of persuasion and how to utilize multiple persuasion styles, how to work and manage virtual teams, how to communicate cross culturally, and more! And, you’ll learn how to do it in a way that’s both informative and engaging!
What Will IÂ Learn?
- Identifying and flexing with different personality types, communication styles
- The difference between formal and informal styles of communication and when to use each
- How to put yourself in the shoes of the receiver in order to truly understand what they’re trying to get across
- The power of silence and when to use it
- How to be persuasive with different types of personalities in order to reach the best outcome
And more!
This course is also full of examples and activities that allow you to practice what you are learning!
Work with me over 6 exercises to develop your competencies and communication skills!
Learning Communication Fundamentals will benefit you professionally as you gain skills and acquire tools that will enable you to lead your team, create a cohesive momentum within your company and become a strong communicator in any situation! This is an important skill for leaders and anyone dealing with a team or people to have in order to create a successful workplace environment.
Communication Fundamentals can be challenging and complex. To navigate this maze you need to develop the skills to communicate with different types of people, in multiple situations and you have to know when and how to communicate so that both you and the other party are happy, and that is exactly what you will learn to do in this course!Â
This Communication Fundamentals: Master Difficult Conversations course brings Lorraine Wiseman’s 25+ years of experience and industry know-how, to you! Her unique teaching style comes from her experience in presidential roles in 7 companies, in 6 countries around the world.
By the end of this course you will be able to confidently and effectively communicate in any situation and environment, and by doing so, build stronger relationships, motivate employees, achieve company goals and reach business objectives.Â
We look forward to seeing you in the course!
Introduction
Welcome to this course on Difficult Conversations!
In this lesson, your instructor Lorraine Wiseman will share her experience as a global leader and expert in difficult conversations. Lorraine will share the tools you will learn in this course.
The Process Of Communication
In this lesson we explore the depths of communication and look at exactly what communication is!
In this lesson we will explore and define the communication process by looking at communication and receiver interpretation, noise and response!
In this lesson you will learn about strategic conversations, effective listening, discernment, body language and dialogue!
In this lesson we look at both formal and informal communication and discuss the positives and negatives of each. We also look at various situations and when informal vs formal communication would best apply.
Given the situation and message that needs to be delivered, identify the best channel for communication.
What Makes A Conversation Difficult?
In this lesson we will explore why peoples interests conflict with one another and how to work with conflicting interests.
In this lesson you will learn about the different personality style's and gain a better understanding of which personality style you are!
In this lesson we explore the importance of trust and how you may, without even realizing it, be causing people to not trust you. We also look at how to gain trust with others.
In this lesson we explores the various versions of the truth. And yes there are many.
When having a difficult conversation it is important to be prepared for strong emotions to arise. In this lesson we explore strong emotions and how to effectively communicate when facing strong emotions from another person.
Being aware of your own emotions will support you when it comes to wanting to avoid difficult conversations. Having self-confidence will help you face those tough talks. In this lesson we explore deflection!
Given the 5 scenarios attached, what would make the conversation difficult?
Difficult Conversations: Clear Messages
When you are speaking with another person, to maintain credibility, trust and rapport, it is important to think before you act. In this lesson we dive into just that!
Before coming to any conclusions, it is necessary to gather and evaluate the facts. Let's learn more about this!
Everyone has emotions and understanding emotions will make you a stronger, more confident communicator in difficult situations and when having difficult conversations.
We all have our own perceptions of reality. It is important to recognize that everyone has their own perception. In this lesson, this is discussed in detail!
In this lesson you will learn how to create a positive outcome out of any situation!
Answer the pertinent questions: what is the issue, facts, assumptions, feelings; what do you want to achieve from the discussion?
Think of a difficult conversation you need to have in the near future. Following the guidance from this course so far, prepare the strategy for your discussion.
Difficult Conversations: The Conversation
It's time to have the conversation. In this video Lorraine will go over the important elements and tools to keep in mind and apply to any difficult conversation, in order to achieve the best possible outcome.
Let's look at open-ended vs closed ended questions; probing questions and level 3 questions.
There are several ways to listen loudly including; empathic listening, managing your thought process and manage the emotions. Let's explore!
In this lesson we look at finding the place where you agree. We also look at the need to adapt or rebalance and how to do so.
In this lesson you will learn about establishing commitments and timelines for both parties as well as actions to be taken if they are not fulfilled.
Watch the example of a difficult conversation in the next lesson. Identify what went well, the skills used and what could have been done differently.
Identify what went well, the skill used and what could have been done differently
Difficult Conversations: Follow Up
Immediately following the meeting take time to reflect on your communication and its effectiveness. Answer a series of reflective questions. Make notes about the conversation.
In this lesson we look at how to appropriately take action when the agreed outcome is not delivered.
Go back to the clips in the last exercise, use the reflective worksheet and answer the questions from the perspective of the person delivering the message and the person receiving the message.
Summary And Closing
In this lesson we look at understanding that each difficult conversation requires flexibility in approach.
In this lesson we explore the importance of timelines in addressing difficult conversations.
In this lesson Lorraine summarizes all the steps in preparing for, having and reflecting on a difficult conversation.
Have the conversation you prepared for in Section 4. Reflect on the conversation using the worksheet and follow up in writing.
Congratulations! You have completed this course! In this lesson Lorraine shares final thoughts and how you can move forward with the confidence and tools to have difficult conversations!
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