Management Programs

Managers are not only responsible for business functions, but also for the productive interactions of teams of people within those business functions. As any manager well knows, a host of interpersonal situations frequently arise that require "straightening out."

As frustrating as it may be, this facet of management is necessary to ensure smooth operations and productivity. Left uncorrected, these situations diminish the quality of the work environment. Eventually, more long-term organizational problems will arise as a result of the manager's failure to act swiftly to resolve communication entanglements: damaged client relations, increased employee turn-over, inability to meet budget expectations, and the like.

Successfully handling difficult conversations requires analyzing the roles and expectations of the people involved, understanding the organizational impact of the situation, and planning a strategy for successfully resolving these issues – before the conversation begins.

Key Topics

• Understanding the roles of the participants – and, the organization – in the conversation
• Setting goals for successful results
• Understanding the importance of having difficult conversations
• Identify when difficult conversations need to happen – and why
• Acquiring tools for having difficult conversations
• Understanding the roles in difficult conversations: the manager's role, the employee's role, and the organization’s role
• The impact of communication style in difficult conversations
• Review of case studies and real-world difficult conversations
• Practice conducting difficult conversations, working with the tools of planning and contracting for successful results

Who Will Benefit

Front-line supervisors and managers seeking an introduction to the tools to handle tough topics in one-on-one workplace conversation, and to achieve long-term solutions

Instructor

Diane Costigan