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Managing Challenging Conversations

Thu, Aug 6, 2020 9:00am–4:00pm

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Location:

Burlington Council Chambers
833 S. Spruce Street
Burlington, WA 99233

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Audience:

Managers and supervisors

Description:

Managing Challenging Conversations - Janelle Tarasewicz, Principal Consultant | Aperture EQ 

We've all been there before - a conversation needs to occur with our employee, but we keep pushing it off because we're dreading the discussion.  These conversations are difficult because they are awkward; but with the right approach they become manageable.  As supervisors, it is an essential function of our jobs to turn these difficult conversations into constructive dialogues so that our employees can stay engaged and productive members of our team.  With training and practice supervisors (and employees) can hone their communication techniques and use these crucial skills to navigate the challenging process of having a difficult conversation.  Having a conversation to address performance is difficult, but with the right tools the process becomes manageable, effective, and successful.

Summary of Topics:

  • The basics of communication (e.g., active listening, body language and non-verbal influences, etc.)
  • Communication techniques to help you modify your communication style based on the audience and the situation
  • The steps to take to prepare for the difficult conversation, including what you should document after the fact
  • Coaching and feedback outlines that help guide supervisors through the process of a difficult conversation
  • Learning techniques to help you stay calm during a difficult conversation and help defuse an emotionally charged situation
  • Basic skills for conflict resolution and how to navigate a conversation to help build trust during these contentious moments
  • The principles of behavior modification and how these techniques can help improve job performance
  • The evolution of the supervisor-employee conversation (e.g., the issue first arises, the issue repeats, a written/verbal warning is issued, etc.), and how to address each stage of this cycle
  • The dreaded Performance Improvement Plan (PIP) process and how to navigate these difficult conversations to improve your chances of a successful outcome

    Cancellation is required prior to the training date.  No-Shows will be billed.