Having Difficult Conversations

Introduction

• Difficult conversations

1. The Foundation

• A new way to view conflict
• What makes a conversation difficult?
• Identify the power structure and patterns
• Learning break: Story of a difficult conversation

2. Dos and Don'ts of Difficult Conversations

• What you should never do in a difficult conversation
• Best practices before a difficult conversation

3. How to Prepare for Difficult Conversations

• Prepare for a difficult conversation
• Control the direction of the conversation
• How to avoid exaggeration and escalation

4. Where to Start: How to Initiate the Conversation

• The blueprint for a difficult conversation
• Find your why
• Visualize a positive outcome

5. Dealing with Resistance

• How to deal with resistance
• Use radical listening to stay present
• Avoid resisting resistance
• Learn the magic phrase to test for resistance
• Handling people who are not willing to change

6. How to Make Tough Decisions

• Personal versus professional situations
• Learning break: Story of personal conflict
• Determine your next steps