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Instructor-Led
Deep-Dive Workshops
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The Team
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Contact
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Courses
Professional Development
Managing Difficult Conversations
Curriculum
8 Sections
24 Lessons
Lifetime
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COURSE INTRODUCTION & ONBOARDING
4
1.1
WELCOME TO MANAGING DIFFICULT CONVERSATIONS
10 Minutes
1.2
SETTING YOUR INTENTIONS
15 Minutes
1.3
PRE-ASSIGNMENT CASE STUDY PREPARATION
20 Minutes
1.4
PRE-COURSE ASSESSMENT
15 Minutes
10 Questions
CHOOSING TO HAVE THE CONVERSATION
5
2.1
TO SPEAK OR NOT TO SPEAK?
10 Minutes
2.2
UNDERSTANDING FRAME OF REFERENCE
15 Minutes
2.3
ESTABLISHING POSITIVE INTENT
15 Minutes
2.4
DEFINING THE DESIRED OUTCOME
10 Minutes
2.5
QUIZ: CHOOSING TO ACT
5 Questions
TOOLKIT FOR SUCCESSFUL CONVERSATIONS
5
3.1
BODY LANGUAGE AND PERSUASION
15 Minutes
3.2
THE ART OF ACTIVE LISTENING
15 Minutes
3.3
ASKING THE RIGHT QUESTIONS
20 Minutes
3.4
EXERCISE – MAKING CONNECTIONS
10 Minutes
3.5
QUIZ: COMMUNICATION TOOLKIT
6 Questions
CHOOSING THE TIME AND PLACE
3
4.1
SETTING THE STAGE
10 Minutes
4.2
PRIVACY AND PROTOCOL
10 Minutes
4.3
QUIZ: ENVIRONMENT AND LOGISTICS
4 Questions
FRAMEWORK FOR DIFFICULT CONVERSATIONS
5
5.1
DEFINING YOUR PURPOSE
10 Minutes
5.2
THE 8-STEP FRAMEWORK (STEPS 1-5)
20 Minutes
5.3
DIAGNOSING WITH THE 3 F’S (STEP 6)
15 Minutes
5.4
ACTION PLANNING (STEPS 7-8)
10 Minutes
5.5
QUIZ: APPLYING THE FRAMEWORK
5 Questions
STAYING SAFE
4
6.1
MUTUAL RESPECT AND COMMON GROUND
10 Minutes
6.2
STAYING IN CONTROL
15 Minutes
6.3
KNOWING WHEN TO WALK AWAY
10 Minutes
6.4
QUIZ: SAFETY AND RESILIENCE
5 Questions
TESTING THE WATERS
3
7.1
PUTTING IT INTO PRACTICE
10 Minutes
7.2
CAPSTONE EXERCISE – THE CONVERSATION SCRIPT
30 Minutes
7.3
FINAL KNOWLEDGE CHECK
5 Questions
CONCLUSION & NEXT STEPS
3
8.1
RECOMMENDED READING
5 Minutes
8.2
PERSONAL ACTION PLAN
20 Minutes
8.3
FINAL EXAM: MANAGING DIFFICULT CONVERSATIONS
20 Minutes
10 Questions
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