AuthenticDialogue.com
How to have difficult conversations
Manage difficult relationships successfully
[1 or 1½ days]

Conflict is part of our everyday lives. Does YOUR organization have the tools to deal with difficult people professionally and confidently? This program will provide you with the skills to have positive outcomes and build collaborative relationshipswith people perceived to be difficult!

Every one of us has at some or other time been faced with situations involving difficult people. However you define them, difficult people seem to have a way of getting under our skin and knowing what buttons to push to elevate our discomfort and increase our anxiety. Not knowing how to deal with these people can be stressful either because we resent ourselves for allowing them to bully us or because we are vulnerable to a repeat performance from the same person at a later date. Feedback >> from participants.

· Have you ever wished you had the skills to cope with difficult clients,
  colleagues or managers at work?
· Would you like to learn to defuse difficult situations?
· Would you like to know how to have more rational, grounded
  conversations with people you perceive to be difficult?

The set of skills that we teach can be learned and they will build your confidence in handling those awkward tension-filled moments, whether they be with clients, seniors, colleagues or in personal relationships. The program helps you to identify your focus areas and provides you with many opportunities to apply new skills.

Aim
To enable you to deal more constructively with conflict, and thereby become better equipped to reach win-win outcomes. At the end of this workshop you will be able to:
· Shift your thinking and paradigms about conflict and how it can be managed
· Be able to identify the five conflict handling styles and the impacts of each style on the interaction
· Develop a greater understanding of the five core competencies that support a constructive
  approach to conflict handling
· Apply collaborative problem solving to real life situations
· Understand the role that perceptions play and how these can cloud one's judgement,
  especially in difficult interactions
· Learn how to balance the power dynamics in a tough conversation
· Deal with unfair tactics
· Be assertive without being aggressive
· Build your self confidence by applying a conflict handling framework to resolve conflict successfully

Best audience
Managers, leaders and frontline leaders

"Dear Deborah,
On behalf of the students in the Masters of Physical Therapy Programme at UBC, I would like to say a big “thank you” for your excellent presentation on conflict management last Monday. Not only did you keep a group of somewhat tired students engaged and interactive, but you also provided some excellent and relevant practical strategies that were well tailored to the specific needs of the group. You “encouraged people to think” and reflect, which is so valuable for today’s practitioner. The verbal feedback that I received following the session indicated a high level of satisfaction with your session, and I have attached a few written quotes from the evaluations received in writing, which also indicate a very enthusiastic response. I look forward to having you participate in our programme in the future, and again, thanks so much for a job well done."
Sue Murphy
Interim Division Head, Physiotherapy
University of British Columbia
School of Rehabilitation Sciences
Faculty of Medicine

DifficultConversations.org

BarOn Emotional Intelligence Quotient Inventory - EQ-i™
Complete a BarOn Emotional Intelligence Quotient Report online prior to attending this program [preferred]. The BarOn EQ-i™ has been tested on over 110,000 individuals worldwide and is the first scientifically developed and validated measure of emotional intelligence. Emotional intelligence reflects one's ability to deal with daily environment challenges and helps predict one's success in life, including professional and personal pursuits.