Sometimes, it is deemed necessary to steer through turbulent waters, especially when the conversation you’re leading with a colleague seems to get out of your hands or when you receive a call from an angry customer. This training will, therefore, teach you how to get all prepared to face such situations, how to react, how to find the right words to speak and how to have the right attitude to behave properly in this respect.
This training will, also, allow you to turn difficult conversations into opportunities to assert yourself and prove your respect for others, while strengthening your relations with one another.
Duration
3 days
Schedule
See training dates for details
Regular fee
$1,400
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$1,260
Objectives of the training
By the end of this training, participants will be able to hold a difficult conversation, especially in the event where the interlocutor reacts negatively thereto.Targeted audience
Any person wishing to improve their communication skills, especially in difficult circumstances.Prerequisite
NoneTrainers
Course architecture
Learning Unit 1 - Autopsy of a difficult conversation
By the end of this LU, the participant will be able to identify barriers to productive conversation to improve interpersonal relationships.
This is the most challenging yet obvious starting point: realizing that a difficult conversation has causes and that they are identifiable. Once identified, it is then possible to work on resolving potentially conflictual relationships.
- Superficial causes of slippage
- Deep causes of slippage
By the end of this LU, the participant will be able to identify barriers to productive conversation to improve interpersonal relationships.
This is the most challenging yet obvious starting point: realizing that a difficult conversation has causes and that they are identifiable. Once identified, it is then possible to work on resolving potentially conflictual relationships.
- Superficial causes of slippage
- Deep causes of slippage
LU 2 - How to objectively analyze a difficult discussion
At the end of this LU, the participant will be able to question his or her initial assessment of the situation and better understand the context of a difficult communication.
Let's face it, we all have biases, conscious or not, that contribute to the picture, and give an interpretation that is not necessarily objective. Not because there is bad faith, but because we read the facts and words with our own filters. It is possible to take a step back to improve our understanding of the situation.
- Facts and interpretations that contribute to a difficult conversation
- Destructive mental postures (victim, villain, savior)
- More realistic perception of the situation
At the end of this LU, the participant will be able to question his or her initial assessment of the situation and better understand the context of a difficult communication.
Let's face it, we all have biases, conscious or not, that contribute to the picture, and give an interpretation that is not necessarily objective. Not because there is bad faith, but because we read the facts and words with our own filters. It is possible to take a step back to improve our understanding of the situation.
- Facts and interpretations that contribute to a difficult conversation
- Destructive mental postures (victim, villain, savior)
- More realistic perception of the situation
LU 3 - How to anticipate the signs of slippage that lead to a difficult conversation
At the end of this LU, the participant will be able to detect the signs of closure in themselves and others.
Prevention is better than cure. Resolving a conflict situation is more difficult than defusing it. That's why it's important to be able to recognize the warning signs that the conversation is about to go sideways.
- Signs of closure
- Closing strategies
At the end of this LU, the participant will be able to detect the signs of closure in themselves and others.
Prevention is better than cure. Resolving a conflict situation is more difficult than defusing it. That's why it's important to be able to recognize the warning signs that the conversation is about to go sideways.
- Signs of closure
- Closing strategies
LU 4 - How to maintain a safe environment in an adversarial relationship
By the end of this LU, the participant will be able to create a context for the healthy flow of a difficult conversation.
Interpersonal relationships are never simple, because humans can be complicated. Even worse when there is a lot at stake, tension and the exchanges become delicate. However, if you want to put forward your ideas, listen to those of the other person and ultimately be able to exchange and debate without conflict, the stakeholders must feel safe. It is not a matter of painting everything in pink, but of being able to establish a framework for exchange that will allow for intelligent contradiction.
- Common interest
- Constructive mental postures (curiosity, respect for the other, authenticity, etc.)
- Techniques to re-establish a safe context
By the end of this LU, the participant will be able to create a context for the healthy flow of a difficult conversation.
Interpersonal relationships are never simple, because humans can be complicated. Even worse when there is a lot at stake, tension and the exchanges become delicate. However, if you want to put forward your ideas, listen to those of the other person and ultimately be able to exchange and debate without conflict, the stakeholders must feel safe. It is not a matter of painting everything in pink, but of being able to establish a framework for exchange that will allow for intelligent contradiction.
- Common interest
- Constructive mental postures (curiosity, respect for the other, authenticity, etc.)
- Techniques to re-establish a safe context
LU 5 - How to deliver effective communication
At the end of this LU, the participant will be able to present his or her position and welcome that of the other.
Remember, a conversation is not a campaign speech: it is an exchange. This implies being able to present one's point of view clearly and objectively, while remaining open to that of one's opponent.
- Communication strategy
At the end of this LU, the participant will be able to present his or her position and welcome that of the other.
Remember, a conversation is not a campaign speech: it is an exchange. This implies being able to present one's point of view clearly and objectively, while remaining open to that of one's opponent.
- Communication strategy
LU 6 - How to make the most of listening in interpersonal relationships and facilitate communication
At the end of this LU, the participant will be able to implement active listening thanks to the tools at his disposal.
There is a real distinction between "hearing" and "listening". Letting the other person speak simply to be able to say that they have had their time and then trying to assert their own point of view is not listening, it is hearing. Like hearing a noise. Listening is paying attention to the other person's argument in order to better understand it, to re-launch the discussion. This implies first of all restraint to let the other express himself and to pay attention to his arguments and his emotions.
- Roles of the receiver
- Concept of active listening
- Active listening techniques
At the end of this LU, the participant will be able to implement active listening thanks to the tools at his disposal.
There is a real distinction between "hearing" and "listening". Letting the other person speak simply to be able to say that they have had their time and then trying to assert their own point of view is not listening, it is hearing. Like hearing a noise. Listening is paying attention to the other person's argument in order to better understand it, to re-launch the discussion. This implies first of all restraint to let the other express himself and to pay attention to his arguments and his emotions.
- Roles of the receiver
- Concept of active listening
- Active listening techniques
LU 7 - Deciding to act
At the end of this LU, the participant will be able to choose the appropriate decision strategy to resolve the impasse and prepare a plan of action.
Now that interpersonal communication is more effective, it is time to take concrete and, above all, clear steps to act in order to avoid confusion and new risks of tension.
- Decision-making strategies
- Action plan
At the end of this LU, the participant will be able to choose the appropriate decision strategy to resolve the impasse and prepare a plan of action.
Now that interpersonal communication is more effective, it is time to take concrete and, above all, clear steps to act in order to avoid confusion and new risks of tension.
- Decision-making strategies
- Action plan
If you have any questions about registration, cancellation, schedules, language of instruction, etc. you will find answers in our FAQ.
Pedagogical details
Training architecture
Case studies, simulations, discussions, video analyses, role plays and transfer of acquired knowledge in real life.
Type of training
Skill development
Skill development and knowledge integration
Decision support
Basic knowledge
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quoteDuration
3 days
Schedule
See training dates for details
Regular fee
$1,400
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$1,260
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote