Difficult Conversation Scripts: Exactly What to Say in Tough Situations

Duration: 90 minutes

Imagine you get a complaint that an employee has a severe hygiene problem that is affecting the productivity of peers. How many of your managers could handle that conversation? How many would scramble for the exits?

They should ALL be able to handle it. Leaders often have to do uncomfortable things, and that includes the full range of difficult conversations – all the way from “Your performance is unacceptable” to “Your language is offensive” to “Your colleagues have complained about an odor coming from your cubicle.”

Lots of managers run away from these conversations. But the costs of practicing avoidance are huge. Problems fester. Employees lose respect for do-nothing bosses who can’t handle conflict. Morale suffers. Productivity plummets.

And it’s totally unnecessary because conducting difficult conversations is a leadership skill like any other—it can be learned. Armed with exactly what to say, and how to say it, your managers will have the confidence to make the toughest conversations happen sooner, go more smoothly and produce better outcomes.

LEARNING OBJECTIVES

Participants at this conference will learn:

Exactly what to say when conducting excruciatingly difficult conversations about:

Hygiene
Poor performance
Bad behavior
Inappropriate appearance
Tardiness
Accusations from co-workers

The biggest mistakes managers make when engaged in an excruciatingly difficult conversation
What beliefs and assumptions get in the way “in the heat of the moment”
How to handle objections from employees
Which words and phrases to avoid and which ones to use instead
How to communicate more clearly and dramatically reduce defensiveness and misinterpretations
Powerful communication skills that pave the way for direct, honest, dialogue

ABOUT THE SPEAKER

Amy Henderson leads Henderson Training located in Bend, Oregon and has been involved in all facets of training and development since 1991. She's worked in a wide array of industries nationwide such as high tech, banking, insurance, retail, manufacturing, construction and hospitality. Amy is a seasoned trainer who draws on her expertise as a manager and entrepreneur. She has logged thousands of hours in the classroom, facilitating training, individual coaching, and has designed and implemented a wide range of programs.

Certification

This program has been approved for 1.5 recertification credit hour through the HR Certification Institute (HRCI) & Society for Human Resource Management (SHRM).

$247.00
Price per connection

What You Get With Each Option

Live Only

Participation in the live upcoming webinar

Recording Only

Full MP4 recording of webinar, including Q&A. Choose digital download or CD-ROM by mail.

Live + Recording

Participation in the live webinar + Full MP4 Recording. For recording, choose digital download or CD-ROM by mail.

Event Value Pack

Participation in the live webinar + Full MP4 Recording + Audio-only MP3 recording. For recordings, choose digital download or CD-ROM by mail.

What You Get With Each Option

Live Only

Participation in the live upcoming webinar

Recording Only

Full MP4 recording of webinar, including Q&A. Choose digital download or CD-ROM by mail.

Live + Recording

Participation in the live webinar + Full MP4 Recording. For recording, choose digital download or CD-ROM by mail.

Event Value Pack

Participation in the live webinar + Full MP4 Recording + Audio-only MP3 recording. For recordings, choose digital download or CD-ROM by mail.

About Webinar Connections

Each purchase is for ONE computer to access the session.
A group may participate in a room together as long as only 1 computer is logged in.
If you need more than one computer to access the webinar, please call customer service at 888-479-2777.
A charge will apply for each connection.

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