About

COURSE OBJECTIVE
• Be able to give tough performance feedback
• Effectively address sensitive issues at the workplace
• Prepare for a confronting conversation

Conversations are part and parcel of everyday living, but there is a lot more to them in work situations. Quite often, we know what we should do in a situation. But knowing how to conduct the conversation can be tricky and challenging.

Some people would go to great lengths to avoid a conversation that could potentially cause conflict or sticky situations. But as a manager you can’t afford to
avoid challenging situations as unresolved issues can only fester, cause  ineffectiveness and affect productivity levels. Or worse, create tension and create organisational politics.

Tackling Challenging Conversations for Team Leaders and New Managers helps you address issues, improve relationships, save time and effort whilst gaining more confidence in any conversation. A hands-on and practical course, you will explore the reasons why some conversations are difficult to initiate and how to turn these challenging conversations into productive interactions.

Agenda

Master the 6Rs of Challenging Conversations
Learn the core rules that work for any conversation
Rule #1 Be Results-focused
Rule #2 Be Ready
Rule #3 Be Real
Rule #4 Be Respectful
Rule #5 Be Responsible
Rule #6 Be Resilient

Overview of Conversations
• Why do some conversations lack focus
• How a focused and effective performance conversation can give you the edge
• Keeping the conversation on course
• How to build rapport through calibration of language
• Assessing your conversational style preferences, strengths, weaknesses and 
 flexibility

The Performance Conversation
• The 5 mistakes to avoid
• Establishing clarity, objectives  and expectations
• Giving and receiving feedback
• Getting agreement and ownership
• Building the relationship

The Conflict Conversation
• The key to a conflict conversation
• Avoidance, aggression and assertion
• Why confrontation is the weakest link in performance excellence
• Opening the conversation
• Structuring and controlling the conversation
• How to manoeuvre out of fuzzy and inconclusive confrontation conversation
• Timing, body language and non verbal cues
• Using the right language and tone
• Power of silence
• Managing resistance

The Coaching Conversation
• Establishing objectives for coaching conversation
• Identifying and surfacing client’s issues and areas for improvement
• Removing performance barriers
• How to frame the coaching conversation to improve accountability
• Asking thought-provoking questions skilfully
• Monitoring progress and engaging clients in conversations

The Delegation Conversation
• Why is communicating delegation so difficult?
• Understanding your own delegation style
• Planning the delegation
• Communicating how the delegated task fits into the big picture and expectations
• Expectations and accountability – communicating and envisioning the end result

Team Conversation
• Establishing objectives for team conversation
• Identifying issues /recurring issues
• Evaluating opportunities
• Deciphering and arguing for and against multiple, competing realities
• Getting buy-in

Facilitator

Penny Holden

Penny Holden has over 18 years in the field of learning and development as trainer, leader, manager, coach and programme designer. Operating in New Zealand, the UK and Australia, Penny has the enviable position of having trained in all sectors (private, government, corporate, NGOs) and across most industries. She brings this in-depth knowledge and experience to offer insightful, rigorous and highly practical and motivating training.

Her training programmes are packed with practical ideas, tools, up-to-date information and strategies for success. She actively works with participants to make training as individual and valuable as possible, ensuring a return on investment. Programme expertise includes leadership and management training, and developing people capability and organisational effectiveness at all levels.

Penny Holden is also facilitating:

• Advanced Train the Trainer
• Change Management for Managers in Times of Restructuring & Redundancies
• Communicating with Diplomacy, Influence and Credibility
• Dealing with Difficult People for EAs & PAs
• Tackling Challenging Conversations for EAs & PAs
• Team Leaders & Supervisors Survival Tactics
• Train the Trainer

In-house Training