Managing Difficult Conversations and People
Sandra Crowe, MA, PCC, the author of Since Strangling Isn't an Option(Perigee,’99, ‘08), and “I Didn’t Sign Up for This!: 7 Strategies for Dealing With Difficulty in Difficult Times”(Two Harbors Press, 2012) is a professional speaker, trainer, coach, and facilitator. Her focus is to impart communications skills to create awareness of ineffective behaviors and to move people and teams forward in their mission. Topics include: “How to Win in Difficult Interactions”, “Mindfulness: Moving from Chaos to Calm”, “Presenting to Diverse Audiences: From Nerves to Navigation”, “Three Fixes for the Five Team Dysfunctions”, “Dealing With Different Personality Types”, “What to Say to a Difficult Customer”
Past clients include: The Executive Office of the President, National Association of Female Executives, Wireless Infrastructure Association, National Older Workers Career Center, Social Security Administration, FBI, Dept. of Agriculture, Marriott, Sony Corp., Southland Corp, Citicorp, The Discovery Channel, Sears, The Census Bureau, Union Labor Life Insurance, NASA and Depts. of Army &Navy, Food and Drug Administration (FDA), and the National Institutes of Health (NIH)
Past Media Includes: NPR, CBS Morning News, To Tell the Truth, ABC7, WBAL-Baltimore, WUSA9, The Washington Post, The New York Times, LA Times, Cosmopolitan, Good Housekeeping, Woman’s World, Men’s Health, Dr. Toni Grant, WHUR, and To Tell the Truth(Will the real Sandra Crowe please stand up).
Sandra has a passion for International Culture having lived in West Africa and spent time in Israel, Europe, Mexico, Central and South America and having driven from her home in Washington, DC to El Salvador.
This session will outline and more importantly implement the elements of effective delivery of difficult conversations and the people we have them with. This course will show participants how to make the most difficult of conversations easier, whether it’s with a boss, colleague, or employee. It will outline typical conversational patterns, how we get stuck in them and how to have more conversational and physical ease with difficult people in conversation. We will focus on how to deal with people becoming defensive, and what to do to prepare for the conversation to make it more easeful for you. The ultimate outcome will be an easier and more strategic blueprint of how to manage these conversations.
Areas Covered
- Defining reasons for difficult people occurring in difficult conversations, what to do when people are difficult and how it will help you prepare for a difficult conversation
- Revealing the thinking that gets us in trouble and the defensive behavior that causes conflictual interactions
- Creating the confidence needed to have the right conversations at the right time in the right mood
- Using the tool of request to move the conversation forward
- The four skills needed for the implementation of a difficult conversation
- Answering your difficult questions and concerns
- Applying it to real life
Methodology: The session will include lectures and group interaction.
Course Level - Basic
Who Should Attend
Managers, Supervisors, Team Leads, and anyone who has to give feedback.
Why Should You Attend
If you are having challenges dealing with difficult conversations and often the difficult behaviors and people that can accompany these types of conversations then this session is for you. Difficult conversations can occur around money, hiring and firing, changing behaviors in people who may be resistant, and disagreeing on emotional points of view. How you initiate and manage the conversation and the reactions inside the conversation will determine the compliance of the other person. If you have a fear of possible reactions, uncertainty of your own way of dealing, and doubt about possible positive outcomes, then you will benefit from this session.
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$200.00
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