Course Description

Relationships can often seem like fragile things – especially in the workplace where they are can be built and destroyed by the actions we take. By underpinning those relationships with a few simple principles, they can grow into something secure and lasting. Organisations can only function with the co-operation of its members. By building on the willingness and skills to work together, we can develop relationships that are positive, co-operative and respectful. Positive relations within the workplace are essential if an organisation is to achieve its’ long and short-term business goals.

Target Student

Anyone who wishes to improve their personal and working relationships

Course Objectives

This one day event is specifically designed to provide you with the opportunity to identify how others impact on you, your own personal communication style and to develop your skills to build effective working relationships.

By the end of the course, you should be better able to:

• Recognise the specific situations that require a difficult conversation
• State the preparation required for holding difficult conversations
• State at least three skills required to hold a successful conversation
• Demonstrate the effective use of high quality questioning techniques
• Identify at least one model for providing constructive feedback
• Demonstrate the correct process, skills and behaviours for carrying out difficult conversations

Course Content

Introduction to difficult conversations:

Here we identify what constitutes a difficult conversation; when do we use them and when is it appropriate to do something different?

We use a range of case studies to help participants to differentiate between several scenarios.

Preparing for discussions and challenging assumptions

In this session, we discuss whether or not to hold a difficult conversation; how to prepare for it and what evidence should be gathered for it.

This is done as a syndicate exercise.

Key behaviours required for holding difficult conversations

Participants discuss in groups, the skills and behaviours they need in order to carry out a constructive conversation.

Tools for holding difficult conversations

Good communication skills are crucial for a successful conversation. This session will give participants tools for managing their body language, speaking persuasively, active listening and asking high quality questions.

Recognising workplace behaviours

In order to be able to manage challenging situations, it is important to recognise the behaviour. Here we use the “OK Corral” to explain different behaviours and how they manifest themselves.

Introduction to feedback

In this session, we start off by discussing feedback; what it is and why it is important. The group will discuss how feedback can be given and why it often presents a problem for us.

We then follow this by introducing a model for giving feedback. At this point, in considering feedback as a two-way process, we also discuss how to receive feedback.

Structuring a difficult conversation

Here we build on the previous sessions by providing participants with a framework for holding difficult conversations that they can use in the workplace or their personal lives. We do this through group discussion and syndicate exercises.

Putting it into practice

Participants will try out some of the tools and techniques discussed throughout the day by holding conversations in groups of three. This will enable them to put their skills into practice and receive constructive feedback in a safe environment

Action planning

Participants identify the actions they will take from the training and use back in the workplace.

Resources

• A Guide to Conflict Resolution in the Workplace