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Handle Difficult Conversations With Confidence And Control
Difficult Conversations
Introduction - Welcome from Alan Stevens (2:05)
Why Are Some Conversations Difficult? (1:59)
Preparation (1:59)
Set-Up and Room Layout (2:35)
How to Start the Conversation (2:22)
Active Listening and Responding (1:55)
Ask Open and Supportive Questions (2:03)
Focus on Facts, Not Personalities (1:23)
Use of Tone and Body Language (1:44)
Exploring Alternative Solutions (1:27)
Handling Challenge (2:41)
How to Close a Difficult Conversation (1:46)
Conclusions
Summary - What We’ve Covered (1:13)
Thank You and Next Steps (0:37)
Active Listening and Responding
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