From time to time, tough conversations are a necessary part of good conversations. To have a difficult conversation successfully, it is crucial to have skills to exchange ideas effectively, disagree healthily, innovate creatively, be productive, and get things done!

This course examine critical skills to address the difficult conversations that you and people working around you need to have. It highlights factors that make tough topics difficult, why we avoid them and what the consequences are. It will give you confidence to recognise, plan for and manage these conversations. You will also have the opportunity to practise using specific language and body language to overcome emotional or challenging behaviours during the conversation.

Objective

By the end of the workshop participants will learn to:

• Connect listening to rationale attachments during disagreements
• Listen to high context and low context communication differences of parties involved
• Determine your current situation with the Johari Window
• Create a third story to highlight and resolve areas of contention objectively
• Generate value from insights of divergent opinions
• Utilize the Logical Levels of Questioning to break impasse
• Examine ways to acknowledge feelings and emotions

Outline

MODULE ONE: Recognizing Your Preferred Communication Style(s)
High Context Communication
Low Context Communication
Context is everything: What is said and what is inferred
Unconstructive Communication

MODULE TWO: Create the Right Mindset
Thomas Kilmann's Responses
When Conflict is Within You, Not Between You
Jumping into Conclusions
The Emotional Brain vs The Rational Brain
Increase value for better performance
Finding a Purpose Before Communicating
Opening the Conversation
Understand your Current Situation: Johari Window
Compare Value Lists
Praising Contributions: Inherent Abilities vs Effort

MODULE THREE: Breaking the Impasse
Creating the third story
Solving Problems Collaboratively
Logical Level Questions to Get Unstuck

MODULE ONE: Recognizing Your Preferred Communication Style(s)
High Context Communication
Low Context Communication
Context is everything: What is said and what is inferred
Unconstructive Communication

MODULE TWO: Create the Right Mindset
Thomas Kilmann's Responses
When Conflict is Within You, Not Between You
Jumping into Conclusions
The Emotional Brain vs The Rational Brain
Increase value for better performance
Finding a Purpose Before Communicating
Opening the Conversation
Understand your Current Situation: Johari Window
Compare Value Lists
Praising Contributions: Inherent Abilities vs Effort

MODULE THREE: Breaking the Impasse
Creating the third story
Solving Problems Collaboratively
Logical Level Questions to Get Unstuck

MODULE FOUR: Outsmarting a manipulator
Hidden Agendas
Unmasking the Face

MODULE FIVE: The Power of Assertiveness
Aggressiveness Posing as Assertiveness
Passiveness Posing as Assertiveness
Equation for Assertiveness
Handling Criticisms
Broken Record
Fogging
Workable Compromise
Developing an Assertive Tone
Hidden Agendas
Unmasking the Face

MODULE FIVE: The Power of Assertiveness
Aggressiveness Posing as Assertiveness
Passiveness Posing as Assertiveness
Equation for Assertiveness
Handling Criticisms
Broken Record
Fogging
Workable Compromise
Developing an Assertive Tone

Who should attend

This workshop is targeted for professionals who need skills to engage with people who are difficult to understand. This course is also examines strategies to communicate with people who are passionate about a topic about which we have opposite point of view.

Methodology

Presentation and discussion
Case studies
Role plays
Individual exercises
Group activities
Videos

Testimonial

It has been an incredibly good learning experience for me. The modules covered in the training has made me aware of the areas I needed to improve such as high context and low communication. The course provided tools and simple solutions to work on and has immediately improved my listening skills. I am confident that I will see more benefit in the future as I start applying the techniques and rules learned in this course.
Dennis Quek, DBS bank.

I have been looking for ways to improve the way I communicate with my team. The one key takeaway that I am going to take with me is a better understanding of the differences in communication styles. Additionally, during the workshop, I was able to see improvements in my understanding and ability to work more collaboratively with the application of The Third Story.
Lisa Miles, MOE

Mdm Sandra Daniel's Profile

TRAINER’s BIO: Sandra Daniel, ICF, PCC Coach, Certified ICAgile Coach, Certified Applied Neuroscience Coach, EQ Six Seconds Certified Coach

Sandra Daniel is the Senior Managing Partner with a Consulting company. Over the last three decades, she has been transforming leadership and workplaces to be more adaptable, relevant, and nimble through coaching, mentoring, consulting, facilitative training, and course development. She is a highly interactive and engaging international trainer and speaker specializing in topics related to influential leadership, coaching and mentoring, emotional intelligence, and communication. She has trained clients from diverse organisations and industries namely, government services, banking, manufacturing, education, insurance, and hospitality

Qualifications and Certifications:

• Master of Science in Training and Human Resource Management
• Bachelor of Arts in English and Business
• Graduate Diploma in Communication and Innovation
• Diploma in Training and Development
• ACTA Certified Trainer
• International Coach Federation (ICF), Certified ACC, PCC
• ICAgile Certified Professional Coach
• Certified ICAgile-Leading with Agility
• Certified ICAgile-Agility in Enterprise
• Certified Behavioural and Career Coach
• Certified Six Seconds EQ Coach, Practitioner, Facilitator, Assessor and Brain Profiler
• Certified Applied Neuroscience Coach
• Executive Certificate in Design Thinking
• Certified Agile Leader (Teams and Organizations) SCRUM ALLIANCE
• Certified Stress Management Consultant
• Certified Critical Thinking and Research Analyst
• Certified Advanced Behavioural Analyst and DISC Accredited Administrator
• Certified in Evaluating Truthfulness and Credibility
• Enneagram Spectrum Practitioner and Coach
• Certified SCRUM Master
• Lean Six Sigma Black Belt
• Certified Facilitator in Design Leadership and Design Thinking
• LEGO® SERIOUS PLAY® Certified Facilitator