From time to time many of us will face conversations which we anticipate will be difficult and which we may feel ill-equipped to handle. We may also occasionally be involved in amicable conversations that suddenly turn sour. Having the knowledge and confidence to deal with these situations can mean the difference between a relationship fortified and a relationship lost, or a sale made, and a sale lost. Those who have mastered the art of dealing with difficult conversations know very well that it is rarely an overnight phenomenon. It takes years of experience to hone. The stark reality is that dealing with difficult conversations is fraught with pitfalls almost guaranteed to unhinge the novice.
This course is designed to equip you with both the skillset and the confidence you need to successfully manage difficult conversations and ensure that both sides have the best chance of leaving the encounter feeling happy.
This course aims to be CONCISE and ACTIONABLE. It is jam packed with tips and tricks. You will learn how to:
- Understand the circumstances that lead to difficult conversations
- Learn ways of handling difficult conversations
- Understand how to use empathy to facilitate a conversation
- Ask open and supportive questions
- Focus on facts, not personalities
- Use tone and body language to great effect
- Handle challenges whilst remaining calm
- Learn how to reach agreement and close the conversation gracefully
Alan is a reputation expert who was Past President of the Global Speakers Federation and is the director of MediaCoach. He is also an author and journalist, and both a TV presenter and expert interviewee. He has been speaking remotely since 1998, and created a Facebook group for fellow professionals who wish to speak remotely. It’s called, unsurprisingly, Remote Speaking. His clients include politicians, TV presenters and sports stars as well as companies including Virgin, Google, The Beverly Hills Hotel, BMW and Mumm Champagne. The Independent newspaper listed him as “one of the top 10 media experts in the UK”.
StartIntroduction - Welcome from Alan Stevens (2:05)
StartWhy Are Some Conversations Difficult? (1:59)
StartSet-Up and Room Layout (2:35)
StartHow to Start the Conversation (2:22)
StartActive Listening and Responding (1:55)
StartAsk Open and Supportive Questions (2:03)
StartFocus on Facts, Not Personalities (1:23)
StartUse of Tone and Body Language (1:44)
StartExploring Alternative Solutions (1:27)
StartHandling Challenge (2:41)
StartHow to Close a Difficult Conversation (1:46)