Successfully managing difficult conversations
DC 1.0 Introduction
7 Lessons
DC 1.1 Introduction
DC 1.2 Examples of difficult conversations
DC 1.3 Why do we typically avoid difficult conversations?
DC 1.4 What makes a conversation difficult?
DC 1.5 The importance of difficult conversations
DC 1.6 What’s your purpose?
DC 1.7 Benefits and risks
DC 2.0 Logistics
6 Lessons
DC 2.1 Introduction
DC 2.2 Timing
DC 2.3 Location
DC 2.4 Who should be there?
DC 2.5 What relevant policies or processes do you need to consider?
DC 2.6 Inviting others to the meeting
DC 3.0 Preparing for the meeting
6 Lessons
DC 3.1 Introduction
DC 3.2 Getting the facts straight
DC 3.3 Being ready to manage your own emotions
DC 3.4 Being ready to manage the other person’s response
DC 3.5 Planning for the possibility that tings might go wrong
DC 3.6 Imagining success
DC 4.0 The conversation
7 Lessons
DC 4.1 Introduction
DC 4.2 Framing the meeting
DC 4.3 Useful skills – listening
DC 4.4 Useful skills – summarising and acknowledging
DC 4.5 Useful skills – questioning
DC 4.6 Useful skills – clear and direct communication
DC 4.7 Closing the meeting
DC 5.0 After the conversation
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DC 4.4 Useful skills – summarising and acknowledging
Successfully managing difficult conversations
DC 4.0 The conversation
DC 4.4 Useful skills – summarising and acknowledging
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