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?

Conducting difficult conversations is a leadership skill like any other—it can be learned. This webinar will teach you what to say. (more details below)


WHY ATTEND

Leaders should ALL be able to handle difficult conversations. 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.

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(s) through the HR Certification Institute (HRCI) & Society for Human Resource Management (SHRM).

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    Live + Recording

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

    Event Package

    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 close

    Live Recording

    Live Only

    Participation in the live upcoming webinar

    Recording

    Recording Only

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

    Live and Recording

    Live + Recording

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

    Event Package

    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.

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