Difficult Conversations

Common misconceptions about the word 'difficult' often create a negative impression. This session aims to shift that mindset by encouraging you to view these conversations as opportunities for powerful, passionate, direct, and honest dialogue.

You will explore the nature of conflict, how it arises, and how to maintain an effective attitude while avoiding unproductive behaviors. We will emphasise the importance of understanding others and building relationships based on mutual needs, leading to valuable insights into successful communication techniques.

Recognising that constructive feedback is sometimes necessary, you will practice using a structured framework to deliver challenging messages effectively.


Before - Prework

• Your own case study
• Your transactional analysis questionnaire

1 - Introduction

• Presentation of the group and facilitator
• Session and personal goals

2 - Define Conflict And Its Origins

• Difficult personalities
• Consequences of conflict
• Root causes of conflict

3 - Assertiveness in Addressing Inefficiency

• The three inefficient behaviours
• How to Deal With Passivity, Aggressivity and manipulation

4 - Your Own And Others' Needs

• The key cause of conflict
• What are your and other needs

5 - Differences Shape Perceptions

• What makes us different
• Perceptual distortion

6 - Communication Styles

• Transactional analysis
• The ego states

7 - Constructive Criticism

• DESC tool

8 - Manage emotions

• Manage your emotions in tense situations

9 - Your Turn

• Personal Action Plan: Define the aspects you want to enhance and outline the strategies you'll use to achieve these improvements.