At some point in your life, you'll find yourself in the role of…facilitating others through a difficult conversation.…You most likely already have. Perhaps you were not in a formal role of…leadership, but if you've ever chatted with a friend or co-worker about a…problem they've been having, then you've been a facilitator.…And then, there are times when you are officially and formally helping others…move through some kind of conflict. This often happens for supervisors who…must mediate the inevitable conflict that arises within groups.…It happens in our personal lives too, where one member of the family is often…the peacekeeper among the group. When you find yourself part of other…people's difficult conversations, there are several things you can do to help the…process go more effectively. First and foremost, step out of any case…building either party is doing. To be the most effective, you have to be neutral.…
If you know you're not, that's okay. But help them find another facilitator…who can be neutral. Second, establish some ground rules for…
Along the way, learn the secrets of turning difficult conversations into successful interactions that enhance communication and rapport. Improve both your professional and personal relationships, finding your way back from conflict through mutually successful outcomes.
Lynda.com is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
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- Understand why conversations go badly
- Define the influence of power structures and patterns in a difficult conversation
- Identify observable behaviors and use them to focus on facts and on how behaviors affect the business
- Control the direction of a conversation
- Build a blueprint from which to structure a conversation
- Identify and prepare for resistance during a difficult conversation
- Identify the conversational choices available to you when others resist your efforts
Skill Level Intermediate
1. Understanding Difficult Conversations
2. The Buildup Phase
3. The Reflection Phase
4. The Conversation Phase
5. The Follow-Through Phase
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