Page 31 - 2019 Online Course Catalog

F11 - Full Screen
Classroom Sessions by Topic or Exit Catalog

 Dealing with Difficult Conversations
Navigating Difficult Conversations introduces participants to a seven-stage process for taking control in these
situations and minimizing negative backlash to effect an environment of reduced stress, increased trust,
improved relationships, and higher productivity. With realistic examples and role-playing activities, this
program helps participants as they prepare, carry-out, and close difficult conversations in the most
productive manner–leading them to embrace, rather than fear confrontation and produce long-lasting
benefits for both the employee and organization.

Objectives:
 Handle sensitive issues to avoid escalation
 Diffuse difficult situations through appropriate communication
 Deliver bad news
 Create an environment that encourages problems to be surfaced instead of swept under the rug
 Express emotions appropriately and help others express their feelings appropriately
 Discuss negative feedback constructively
 Create an action plan for dealing with difficult conversations

AUDIENCE: All Employees

 High-Impact Feedback & Listening
When sharing feedback is part of an organization’s culture, it is an effective business tool that reaches across
all levels. In this course, individual performers learn how to effectively deliver both positive and
developmental feedback. They also learn how to be receptive to feedback and to listen to accurately
understand the speaker’s intended message. In the workplace, these skills help them to optimize and sustain
their own and their coworkers’ performance.

Help leaders:
 Support employee’s job performance, growth, and development.
 Build authentic, trusting relationships with employees
 More wisely choose opportunities to give and seek feedback.
 Handle, reduce, or eliminate defensiveness or negative emotions that can occur in a feedback
discussion.
 Help create a culture of teamwork and performance.

AUDIENCE: Team Leaders, Charge Nurses, Supervisors, Managers, & Directors

Conflict

 Navigating Beyond Conflict
In this course, individual performers learn how to recognize the warning signs of conflict and take action
to prevent situations from escalating or to work out the conflict if it does escalate. This allows them to
mitigate any negative impact, thus reducing the cost of conflict and improving business results.

Objectives:
 Minimize or prevent conflict by promoting a culture of trust, mutual respect, and collaboration.
 Make appropriate choices, both in words and actions, to direct situations away from possible
damage and toward the discovery of new ideas and solutions.
 Remove roadblocks to proactively taking action when the warning signs of conflict occur.
 Successfully plan and conduct conflict resolution discussions.

AUDIENCE: All Employees
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