Course Details
Having Difficult Conversations
2 May 2012
Professional Development
Communication
The University of Auckland
Room 332, Level 3, Building No. 810, 1-11 Short Street, CBD
Full Day
8.30 am - 4.30 pm
8.30 am - 4.30 pm
$695.00
Includes morning tea, lunch and afternoon tea
Includes morning tea, lunch and afternoon tea
Do you have certain conversations at work that you would prefer to avoid?
If you work with people, chances are you have had some 'challenging' conversations. This might involve giving a critical performance review, disagreeing with the group, confronting bad behaviour or even making an apology. In this course you will learn how to identify the core problem, assess the needs of the parties involved and pitch your delivery accordingly. You will also practise ways to decode people's responses - and your own. You will come away with practical strategies to ensure your communication success.
This course will cover:
Knowing where to start: identifying the core problem
why we dread difficult conversations (and ways to overcome this)
Comprehensively assessing and prioritising needs
understanding different audiences
understanding the agendas of these audiences
Communicating effectively
learn the best practice for delivering your message
finding comfort, credibility and control
giving context
Developing a plan
setting a goal
identifying obstacles
selecting the right tools for the job
Breaking the plan down to tasks
identifying actions and responsibilities
preparing for predictable and possible issues
planning for hostile situations
getting ahead of the "rumour mill"
Case studies, scenarios and role playing
best practice
common mistakes
rehearsal for "D-day"
Learning outcomes
On completion of the course learners will be able to:
identify the reasons certain conversations are challenging
decode people's responses
develop a plan including planning for hostile situations
prepare for predictable issues (like the 'rumour mill')
rehearse for the conversation
Who should attend?
Expertly designed, this course is ideal for people who work with others, especially emerging supervisors and managers or those new to a client or customer management role. This course will get newcomers up to speed and sharpen the skills of more 'experienced hands'.
If you work with people, chances are you have had some 'challenging' conversations. This might involve giving a critical performance review, disagreeing with the group, confronting bad behaviour or even making an apology. In this course you will learn how to identify the core problem, assess the needs of the parties involved and pitch your delivery accordingly. You will also practise ways to decode people's responses - and your own. You will come away with practical strategies to ensure your communication success.
This course will cover:
Knowing where to start: identifying the core problem
why we dread difficult conversations (and ways to overcome this)
Comprehensively assessing and prioritising needs
understanding different audiences
understanding the agendas of these audiences
Communicating effectively
learn the best practice for delivering your message
finding comfort, credibility and control
giving context
Developing a plan
setting a goal
identifying obstacles
selecting the right tools for the job
Breaking the plan down to tasks
identifying actions and responsibilities
preparing for predictable and possible issues
planning for hostile situations
getting ahead of the "rumour mill"
Case studies, scenarios and role playing
best practice
common mistakes
rehearsal for "D-day"
Learning outcomes
On completion of the course learners will be able to:
identify the reasons certain conversations are challenging
decode people's responses
develop a plan including planning for hostile situations
prepare for predictable issues (like the 'rumour mill')
rehearse for the conversation
Who should attend?
Expertly designed, this course is ideal for people who work with others, especially emerging supervisors and managers or those new to a client or customer management role. This course will get newcomers up to speed and sharpen the skills of more 'experienced hands'.
Sally Raudon BA, PostGradDip
Sally Raudon is Managing Director of a public relations firm and works with a wide range of clients in sectors as diverse as high technology, biotechnology, aviation, financial services and food. She has high-level experience working with national and local government agencies. A common thread in much of her work is helping organisations and individuals find a way through troubling situations. She regularly trains individuals and groups of people on managing in a media crisis and effectively handling bad news.
Sally Raudon is Managing Director of a public relations firm and works with a wide range of clients in sectors as diverse as high technology, biotechnology, aviation, financial services and food. She has high-level experience working with national and local government agencies. A common thread in much of her work is helping organisations and individuals find a way through troubling situations. She regularly trains individuals and groups of people on managing in a media crisis and effectively handling bad news.