BIS Safety Software

Dealing with Difficult Conversations

This training module 'Dealing with Difficult Conversations' equips you with the necessary tools and techniques to navigate challenging dialogues effectively, transforming them into fruitful discussions instead of sources of frustration.

Reflect on a challenging discussion you’ve recently had. What made it hard? What was the ideal outcome you envisioned? What was the actual result? What could have made it better?

The ‘Dealing with Difficult Conversations’ course equips you with the necessary tools and techniques to navigate these challenging dialogues effectively. Upon successful completion of this course, you’ll be equipped to:

• Understand the factors that make conversations difficult.
• Recognize the patterns that can escalate a conversation.
• Articulate the approach for dealing with a difficult conversation when it arises.
• List the principles of managing emotions during challenging interactions.
• Become proficient at identifying common responses in difficult conversations and proposing productive solutions.
• Formulate strategies to prevent difficult conversations from happening.
• Carry out effective performance management discussions.

‘DEALING WITH DIFFICULT CONVERSATIONS’ COURSE SYLLABUS:

• Lesson 1: Difficult Conversations – Their Origins
• Lesson 2: Strategies for Crisis Prevention
• Lesson 3: Communication Techniques for Intense Situations
• Lesson 4: Conducting Performance Management Dialogues
• Case Study: Implementing the Acquired Knowledge

This is a self-paced course, which can be completed in roughly 60 minutes

Testing in this course is designed to reinforce the information provided. A score of 80% must be achieved to receive a certificate of completion. If the pass mark is not achieved on the first try, participants are given two additional attempts.

Upon successful completion of this online course, a certificate of completion will be made available for download and printing.

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