Difficult conversations happen in many workplace interactions. They are the conversations that affect the quality of our service, how we give and receive feedback, the way we manage conflicts, and whether or not we share our concerns and perspectives with others. They are conversations about tough issues, the conversations that we sometimes want to shy away from. When opinions vary, stakes are high, and emotions are strong, our conversations become more and more challenging to manage. However, when we manage these interactions well, we promote trust, fairness, collaboration, and innovative results.
“Managing Difficult Conversations” uses two different communication structures to help participants more effectively manage difficult, challenging conversation.
Learning Outcomes