Mastering the Art of Critical Conversations

If you're like most people, you run into trouble when conversations turn from routine to crucial. Your body’s natural fight-or-flight response takes over. The knee-jerk response is to run and dodge the topic, hide behind an email, or just wing it and hope for the best.

Productivity stems from face-to-face communication, as well as your ability to express controversial and risky opinions effectively. Attend this course and practice using real-life models to conduct difficult conversations on any topic. You’ll gain the skills and summon the courage to step up, speak openly and honestly, and get results that count. 

• Determine your “hot buttons” and take steps to manage your emotions
• Transform relationships by addressing real issues with authenticity
• Openly express opinions that can lead to success and productivity
• Give and receive feedback without negativity
• Self-monitor your reactions and keep calm during critical conversations
• Develop advance strategies for managing critical conversations, as well as getting them back on track
• Improve your ability to shape results and get things done

• Analyzing elements of a critical conversation
• Understanding your physiological response and when emotional hijacking occurs
• Recognizing your default mode under stress and your preferred conflict style
• Practicing tools to deal with various emotional responses
• Examining your beliefs and self-fulfilling tendencies
• Identifying remedies to manage critical conversations when they get off track
• Preparing for and practicing different types of critical conversations
• Diagnosing and addressing problems while having critical conversations
• Practicing having critical conversations “on the fly”

Learning Objectives

• Identify Situations That Require Critical Conversations and Plan for Them Accordingly
• Determine the Best Conflict Management Strategy to Deal with a Given Critical Conversation
• Self-Monitor Your Reaction and Keep Calm During Critical Conversations
• Develop Strategies for Getting a Critical Conversation Back on Track

What Is a Critical Conversation?

• Identify Types of Conversations That Are Most Challenging
• Define the Elements of a Critical Conversation
• Analyze Your Experience

Managing Emotional Responses

• Understand Your Physiological Response Under Stress
• Recognize Your Default Response to Stress
• Understand Conflict Modes
• Recognize Your Preferred Conflict Mode

Understanding the Critical Conversation

• Determine Goals for Your Critical Conversations
• Identify the Types and Sources of Conflict
• Keep a Conversation On-Track
• Utilize Effective Communication Skills During a Critical Conversation
• Practice Effective Listening to Ensure a More Successful Outcome

Preparing for Critical Conversations

• Identify Factors to Consider When Deciding How to Proceed with a Critical Conversation Using a Critical Conversation Model
• Choose the Appropriate Conflict Mode for the Situation
• Visualize Your Desired Outcome for Each Conversation
• Anticipate Others’ Reactions in Critical Conversations

When a Critical Conversation Catches You Off Guard

• Keep Calm When Confronted with an Unexpected Critical Conversation
• Recognize and Deal with “Hot Buttons”
• Turn a Negative Situation into a Positive One Through Reframing
• Draw Out Underlying Concerns with Questions
• Problem-Solve to Come Up with Acceptable Trade-Offs in a Critical Conversation