Crucial Conversations Course

Aims & Objectives

This one-day workshop provides managers with the confidence to have crucial conversations earlier and more frequently, understanding their critical importance to the performance of their team and the organisation.

You’ll learn how to prepare effectively for difficult conversations to ensure clarity of message and to take ownership in crucial conversations. You will also be prepared for situations when things don’t quite go to plan, when the recipient becomes emotional or combative in response.

What will I learn?

What can be Classed as a Crucial Conversation

Identification of all the types of conversations that can be categorised as a crucial conversation.

Learning Outcomes:

I can define the spectrum of crucial conversations.

Benefits and Risks

Benefits and risk grid
Benefits to managers: them and us, the goldilocks line
Benefits to team and organisation: growth mindset.

Learning Outcomes:

I have explored the benefits to having crucial conversations and have established that the risks are only risks if the process is done poorly.
I accept that to be an effective manager that commands respect, I must have crucial conversations where needed.
I now believe that not being transparent about under performance drives a fixed mindset in teams, causing stagnation and inhibiting growth.

Clarity of Thought Through Preparation

Why: considering my intent for the crucial conversations
When: identifying the right time frame for the conversation
Who: interrogating if the conversation is directed at the right person

Learning Outcomes:

I can prepare effectively, creating a non-defensive feedback environment by ensuring my intentions are valid.

True Definition of Feedback and the Brain’s Response

Social evolution and how it impacts our response to feedback
Pure definition of feedback and the importance of setting standards up front

Learning Outcomes:

I can reduce the negative impact of my crucial conversations by being more inclusive.
I am aware that feedback is made difficult in an environment without explicit standards.
I have a process by which to introduce the concept of standards to my team.

Tools and the Optimum Scenario for Each

The importance of direct communication
ABC tool
Situation behaviour Impact
Action Impact Do
Like, concerns, suggestions
SOAC

Learning Outcomes:

I can phrase requests succinctly and clearly.
I am able to use each tool effectively and can identify the right situation for each one.
I have practised and received feedback on my crucial conversation.

When Things don't go to Plan

Handling the recipient’s emotions – tears or anger

Learning Outcomes:

I feel confident that I can handle the difficult situations that may arise during a crucial conversation.

How We Deliver

We currently deliver all training online to comply with the Government's guidelines.

Online training works well for businesses whose staff are mainly working from home.

It allows us to train all of your staff with the same training needs at the same time. Your people simply log on from home, using details provided in advance by our team.

Choose from Watch and Learn sessions for larger groups or interactive hands on sessions for smaller groups.

When permitted we also offer face to face training at your offices.

All sessions can be customised to a half day or 90 minute sprint session and tailored to fit your needs, covering the topic(s) within a course that are most important to your business.