Having Difficult Conversations

Introduction

• Difficult conversations

1. The Foundation

• View conflict in a new way
• Understand what makes a conversation difficult
• Identify the power structure and patterns in conflict
• Learning break: Story of a difficult conversation

2. Dos and Don'ts of Difficult Conversations

• Learn what to do and not to do in a difficult conversation
• Learn best practices to prepare for a difficult conversation

3. How to Prepare for Difficult Conversations

• Prepare for a difficult conversation
• Control the direction of the difficult conversation
• Avoid exaggeration and escalation in difficult conversations

4. Where to Start: How to Initiate the Conversation

• Learn the blueprint for a difficult conversation
• Find your why in a difficult conversation

5. Dealing with Resistance

• Deal with resistance during a difficult conversation
• Use radical listening to stay present
• Avoid resisting resistance
• Learn the magic phrase to test for resistance
• Working with people who are not willing to change

6. How to Make Tough Decisions

• Personal vs. professional conflicts
• Learning break: Story of personal conflict
• Create new habits around difficult conversations