Course Name

Critical Conversations and Conflict Resolution

Master the art of difficult dialogues
  • Duration: 1 Day(s)
  • Date: On Request
  • Price: R2, 500.00 (excl. VAT)
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Course Introduction

This course is designed to empower participants with the skills needed to effectively manage crucial conversations and navigate conflicts in the workplace.

Course Objectives

By the end of this course, you will be able to:

  • Develop the ability to communicate clearly and effectively in high-stakes situations.
  • Learn and apply various techniques for resolving conflicts in a constructive manner.
  • Increase awareness of emotional responses and learn how to manage emotions during crucial conversations.
  • Foster a deeper understanding of different perspectives and build trust in professional relationships.
  • Improve active listening skills and provide constructive feedback.
  • Enhance problem-solving abilities in the context of conflict resolution.

Course Content

  • Module 1: Understanding Crucial Conversations
    • Define crucial conversations
    • Identify when and why they occur
    • Recognise the impact of avoiding crucial conversations
  • Module 2: Essentials of Effective Communication
    • Principles of clear and assertive communication
    • The role of body language and non-verbal cues
    • Techniques for staying focused on the issue
  • Module 3: Emotional Intelligence in Conversations
    • Understand your emotional triggers
    • Techniques for self-regulation
    • Empathy: Understanding the other person’s perspectives
  • Module 4: Active Listening and Constructive Feedback
    • Fundamentals of active listening
    • Strategies for providing and receiving feedback
    • How to avoid defensive reactions
  • Module 5: Conflict Resolution Strategies
    • Identify different conflict styles
    • Techniques for de-escalating conflict
    • Finding win-win solutions
  • Module 6: Building Trust and Repairing Relationships
    • Strategies for building trust in relationships
    • Steps for repairing relationships after a conflict has occurred
    • Maintain positive interactions
  • Module 7: How to Express Yourself and Avoid People Becoming Defensive
    • How to express your needs and opinions clearly and respectfully
    • Language patterns that allow for honesty but reduce defensiveness
    • Use the ledge technique to maintain composure
    • How to set boundaries so you can achieve what is expected of you
  • Module 8: Navigating Difficult Conversations in Specific Contexts
    • Handling conversations around performance issues
    • Dealing with sensitive topics (e.g., Cultural differences, personal values, DEI)
    • Negotiating and influencing in critical Conversations
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Contact the Impactful team if you need any assistance.
Email: impactful@lrmg.co.za
Tel: +27 87 941 5764

Course Introduction

This course is designed to empower participants with the skills needed to effectively manage crucial conversations and navigate conflicts in the workplace.

Course Objectives

By the end of this course, you will be able to:

  • Develop the ability to communicate clearly and effectively in high-stakes situations.
  • Learn and apply various techniques for resolving conflicts in a constructive manner.
  • Increase awareness of emotional responses and learn how to manage emotions during crucial conversations.
  • Foster a deeper understanding of different perspectives and build trust in professional relationships.
  • Improve active listening skills and provide constructive feedback.
  • Enhance problem-solving abilities in the context of conflict resolution.

Course Content

  • Module 1: Understanding Crucial Conversations
    • Define crucial conversations
    • Identify when and why they occur
    • Recognise the impact of avoiding crucial conversations
  • Module 2: Essentials of Effective Communication
    • Principles of clear and assertive communication
    • The role of body language and non-verbal cues
    • Techniques for staying focused on the issue
  • Module 3: Emotional Intelligence in Conversations
    • Understand your emotional triggers
    • Techniques for self-regulation
    • Empathy: Understanding the other person’s perspectives
  • Module 4: Active Listening and Constructive Feedback
    • Fundamentals of active listening
    • Strategies for providing and receiving feedback
    • How to avoid defensive reactions
  • Module 5: Conflict Resolution Strategies
    • Identify different conflict styles
    • Techniques for de-escalating conflict
    • Finding win-win solutions
  • Module 6: Building Trust and Repairing Relationships
    • Strategies for building trust in relationships
    • Steps for repairing relationships after a conflict has occurred
    • Maintain positive interactions
  • Module 7: How to Express Yourself and Avoid People Becoming Defensive
    • How to express your needs and opinions clearly and respectfully
    • Language patterns that allow for honesty but reduce defensiveness
    • Use the ledge technique to maintain composure
    • How to set boundaries so you can achieve what is expected of you
  • Module 8: Navigating Difficult Conversations in Specific Contexts
    • Handling conversations around performance issues
    • Dealing with sensitive topics (e.g., Cultural differences, personal values, DEI)
    • Negotiating and influencing in critical Conversations

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