Whether you are saying ‘no’ to a request, communicating bad news, dealing with poor performance or recruiting staff, critical conversations happen throughout the year.

By using a simple four-step process every conversation can be made more effective for both parties. During the course there will be opportunity to practice a variety of real life situations so practical learning can be taken back to the workplace.

Mainly suitable for people who manage others and have had little exposure to critical or difficult conversations. It is also suitable for managers who conduct performance reviews. This course will help give confidence in delivering the difficult messages as well as setting the direction of critical conversations.

Product Documents

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Course Objectives 

By the end of the course, delegates will have:

  • Create personal ownership in performance improvement.
  • Manage the critical performance review conversation.
  • Commit to the way forward – in partnership.
  • Give effective feedback.
  • Deliver bad news and sensitive issues with empathy.
  • Effectively resolve conflict.
  • Manage emotion in reaction in both yourself and others.
  • Face up to difficult decisions.

Course Content

Critical Conversations
Identify the sensitive issues that are critical to your business
What makes a critical conversation different from the rest
Avoiding conflict at the key touch points
Staying in control of emotions

Developing a High Performance Mindset
Constructing a strategic line of sight for objectives
The link between performance and company / team reputation
The links between motivational objectives and measurable business results
Create personal ownership – the value of walking the talk

Setting objectives to excite and motivate
To shift perceptions of SMART objectives from other peoples agenda to goals I am connected to
Simple tools to help set the goals people want to achieve
Imaginative goal setting so people can see, hear, touch and taste success
Setting goals using SMARTER and PACES

The Power of Feedback
Five-step feedback planner and receiving in the moment feedback
How we describe specific observable behaviours
Tackling the issue not the person
Practicing Push and Pull for feedback conversations

Dealing with Absenteeism and Poor Performance
Exploring the options to tackle absenteeism
Examining the behaviours in and around ‘poor performance’
Assessing individuals from skill and will challenging our assumptions – what’s the evidence

Personal Development
Prepare and develop a personal action plan to support your return to the workplace

Course Duration: One Day

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