Phoenix TS

Managing Difficult Conversations

Course Overview

Phoenix TS’ 1-day, instructor-led Managing Difficult Conversations course will help managers and supervisors lead their teams through difficult conversations. At the completion of this course, participants will be able to:

  • Demonstrate positive intent
  • Develop Active Listening skills
  • Implement strategies to ask relevant questions
  • Structure and organize conversations
  • Identify conversation goals
  • Creating safe environments


Managing Difficult Conversations

5/11/23 - 5/11/23 (1 days)

8:30AM - 4:30PM

6/08/23 - 6/08/23 (1 days)

8:30AM - 4:30PM

8/02/23 - 8/02/23 (1 days)

8:30AM - 4:30PM


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Course Outline

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

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