Course outline for
Managing Difficult Conversations
Managing Difficult Conversations Course Outline
How to Use This Guide
Session One: Course Overview
Session Two: Choosing to Have the Conversation
Considering the Consequences
Establishing Your Frame of Reference
Establishing Positive Intent
Identifying the Desired Outcome
Session Three: Toolkit for Successful Conversations
Managing Your Body Language
Speaking Persuasively
Active Listening
Asking Questions
Probing Techniques
Session Four: Choosing the Time and Place
Session Five: Framework for Difficult Conversations
What’s Your Purpose?
Steps for a Difficult Conversation
Creating a Conversation Template
Session Six: Staying Safe
Session Seven: Testing the Waters
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
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