No one likes difficult conversations, that's why they are called difficult. But, with the right training, practice, preparation and follow-up, they can reduce office tension, increase employee performance, enhance individual and departmental productivity, help meet project deadlines and even dramatically enhance the career of those involved in the discussion.
This class discusses how to understand and avoid conflict, conversational tips and techniques, how to properly prepare for difficult conversation and the ALERT process to maximize conversational effectiveness.
Class Topics include:
Understanding and Avoiding Conflict
Typology of Conflict
Healthy and Unhealthy Conflict
Conflict Spiral, A.K.A Conflict Escalation
ERIC, VASE and Special Question Types
Conversational Tips and Techniques
General Ground Rules
Addressing Employee Responses
Action / Reaction(s)
Ways to Say 'No'
Use and Observation of Body Language
Value of Storytelling
Defining Your Goals, Risks and Results
Time, Location and Venue
Orchestrating the Listening Framework
The ALERT Conversation Process Overview
Insights into the causes of conflict and how to avoid it
Tips and techniques to enhance converesations flow
How the ALERT Conversational Process can be used to maximize your impact and results