Managing Challenging Conversations

Module 1: Beginning a difficult Conversation

• Interpersonal Communication
• The Communication Loop
• Types of communication
• Active Listening

Module 2: Influence

• Influence, Power and Authority
• Types of Influence Styles
• Understanding How to influence

Module 3: Conflict

• What is Conflict?
• Constructive Conflict vs. Destructive Conflict
• Dealing with difficult people
• How to work with someone effectively
• Emotional Intelligence

Module 4: Putting it all together

• Managing the Real Conversations that Take Place During Every Interaction
• Steering the Conversation to Maximize the Outcome
• Beginning a Difficult conversation
• Close