Difficult conversations are inevitable in any workplace and customer service environment.
Those conversations can create unhappiness, stress, and tension and impair and destroy relationships. When handled poorly, they are likely to result in serious problems that interfere with productivity and leave everyone involved frustrated and dissatisfied.
You can’t avoid these conversations, but you can learn how to handle them more effectively. Addressing these challenges will pay off in terms of reduced stress, increased confidence, improved relationships, increased trust, fewer problems, better teamwork, higher productivity, and better career opportunities.
- Identify ‘hots spots’ where difficult conversations may occur.
- Understand the nature of difficult conversations and what it takes to handle them.
- Identify the seven stages of handling difficult conversations.
- Positive Intent + Mutual Purpose
- Psychological safety: the five threat zones + style under stress
- Empathy: Cognitive- Emotional and Compassionate
- Apply best practices for preparing, initiating, and delivering the conversation.
- Discover how to generate solutions and bring the conversation to a close.
- Maintaining a positive relationship after a difficult conversation.
Client Case Study:
We worked with JVAT :
JVAT is a forward-facing risk and assurance consultancy firm that provides advice, services and products across the Defence, Government, Transport & Infrastructure, Energy & Resources and Not-For-Profit markets. They are curious and collaborative problem solvers, dedicated to supporting their client’s success by creating and delivering actionable insights and innovative solutions to hard problems. Their strength is fostering a positive and open culture between their team and clients – utilising collaborative working methods to maximise efficiency and productivity to support risk and assurance.
How did WunderTraining support:
To support them in delivering these outcomes, they need advanced communication skills. We provided training to senior leaders, people and culture team members and various team members who support client needs. We tailored it to the group. An objective was also to provide a positive experience as staff were travelling in from different states, so positive strategic teambuilding was embedded in the event, enabling people to connect authentically.
Fantastic to support the fabulous leaders and service team at JVAT. Such an authentic and lively group to work with. A great team and an impressive culture.
“Thank you Jane for your amazing guidance and sharing with us the effective ways we can plan and deliver difficult conversations”
-Shayne Tolentino
Talent Acquisition Administrator at JVAT
Difficult Conversations Workshop Objectives:
- The science behind cultivating high-quality connections.
- What conversations are difficult, and What’s at stake? Why is it hard?
- Recognise the most common mistakes we make when having a difficult conversation and know how to avoid them.
- Identifying positive intent and mutual ground
- Tips to prepare
- Cultivating empathetic listening
- Look beyond the immediate situation and get to the root of a problem
- Sustainable solutions: negotiate effectively and agree on a way forward
SEVEN Stages of a Difficult Conversation
Stage 1: Prepare for the Conversation.
Stage 2: Initiate the Conversation.
Stage 3: Deliver the message.
Stage 4: Listen and Respond.
Stage 5: Explore alternatives and solutions, if appropriate.
Stage 6: Close the conversation.
Stage 7: Follow up, if appropriate.
When is it time to talk?
Conflict occurs when one person’s perception of what is happening is incongruent with what they think should be happening. Conflict is based on an event and has no innate emotion. We recommend speaking early when there is a level of discomfort. This is then a conversation before emotions might have escalated and can be as simple as saying, ‘I’ve noticed… I’m wondering… ‘
Wunder Training looks at the conflict cycle and also uses cards to help participants understand their style under stress. This insight can help them to recognise they need to have a conversation. An early conversation avoids a crisis.
Difficult conversations can be planned and unplanned.
We take people through a conflict cycle – which can assist in helping people to act early.
Discomfort
- Things don’t feel right.
- Nothing is said yet.
- Difficult to identify what the problem is.
- Not too sure why they are feeling uncomfortable.
Incident
- Short, sharp exchanges occur.
- May feel upset or irritated with a result you don’t want.
Misunderstanding
- Motivation and facts are often confused or misperceived.
- Your thoughts frequently return to the problem (rumination).
Tension
- Negative attitudes and fixed options.
- Constant worry and concern.
Crisis
- Affects normal functioning.
Why Prepare?
Difficult conversations nearly always go better when you take the time to prepare. Preparing helps you:
- Feel less stress and tension
- Get the message across clearly and tactfully
- Cope with your emotions
- Be ready for possible responses
- Other
Difficult conversations are an unavoidable part of life.
Whether discussing an issue with a colleague or addressing a problem with a client or customer or even a family member, navigating these conversations can be difficult and overwhelming. Many organisations now offer difficult conversation training to help people better prepare for such challenges. This type of training helps people learn the skills needed to have constructive and effective conversations in challenging situations.
In addition to teaching people how to communicate effectively and remain calm during tense conversations, difficult conversation training also helps participants develop strategies for managing their emotions and responding respectfully.
By equipping people with the tools they need to handle difficult conversations, this type of training can help reduce conflicts and build stronger relationships.
What are examples of difficult conversations that occur in the workplace?
Conversations You May Find Difficult
- Delivering bad news
- Giving people constructive feedback
- Saying “no” when people ask you to do something you are unable or unwilling to do
- Asking people to do something unpleasant, or difficult, that incurs expense – time or money, outside of what they feel is their scope of responsibility.
- Acknowledging mistakes you have made.
- Handling an upset customer when your organisation is at fault.
What is different about the WunderTraining difficult conversation workshop?
At WunderTraining, our difficult conversation program provides comprehensive guidance on how to navigate these conversations. We add depth by sharing insights into
- The neuroscience of the five psychological threat areas and how we can communicate in a manner to support people back to safety.
- Our program focuses on teaching participants how to remain calm and composed during tense conversations while also helping them understand their own emotions and the emotions of others. We provide an excellent emotions map to assist participants in preparing for a challenging conversation.
- We make role-play optional. Not all participants benefit from role play; some gain as much by watching someone else or talking through their situation. We aim to build confidence and not diminish it.
- Our workshops support strategic team building across the group. Participants work with different team members throughout – we make a more challenging topic a positive and memorable workshop experience.
- We make it safe to participate and work with small groups.
- We talk / workshop at least two examples provided by the group.
Who is this difficult conversations workshop for:
This course is an essential skill for all leaders and team members. Difficult conversations are easy to put off and avoid. Suitable for
- Executive teams, leadership teams
- University, school and work teams
- Public sector – particularly those public facing in service industries
- All of staff development days.
Where do you deliver this :
- At your onsite location or business | Australia-Wide POA
- Conference Venue or Retreat
- Virtually
Positive, Interactive and Energetic Conference and Plenary Speaker
We happily tailor if there are specific challenges or changes within the business.
