Course description
The training focused on navigating difficult conversations with empathy and effectiveness. We understand the challenges when stakes are high, and emotions run deep, and our goal is to equip you with practical strategies for achieving positive outcomes.
This course offers a blend of theoretical knowledge and practical exercises focused on:
Understanding difficult conversations: Grasp the nature of challenging dialogues, including the common emotional responses and how to set clear goals during discussions.
Creating safe spaces: Learn techniques to establish a supportive environment that encourages open communication, using methods such as the Clarifying Intentions approach.
Reality check: Develop skills to differentiate between personal interpretations and objective facts, fostering clearer communication.
Effective communication techniques: Explore methods from non-violent communication and active listening to express viewpoints respectfully while understanding others' perspectives.
Upon completing the course, participants will be able to:
Identify focus areas:
Recognize critical points of effort when conversations reach a standstill.
Understand how to navigate high-stakes situations while managing emotions.
Facilitate constructive dialogues:
Create and maintain safe environments where all parties feel heard and understood.
Employ techniques to convey uncomfortable truths without provoking resistance.
Enhance emotional management:
Manage both personal emotions and those of interlocutors to foster effective communication.
Cultivate the ability to transform personal desires into mutual goals during discussions.
Implement practical strategies:
Utilize interactive exercises to practice and reinforce skills learned throughout the course.
Analyze dialogues to identify successful communication strategies and areas for improvement.
Engage in active learning:
Participate in hands-on practice sessions that ensure active engagement and real-world application of skills, avoiding passive learning.
Apply best practices:
Integrate proven communication techniques and methodologies into everyday conversations to enhance overall effectiveness.
Upcoming start dates
Who should attend?
Prerequisites
- Knowledge of communication basics: expression of impactful message, non-verbal communication, active listening.
- Understanding how active listening works and the ability to apply active listening tools (i.e., mirroring, paraphrasing).
- Readiness for the absence of clear algorithms - in hard dialogs, we are always ready to act flexibly according to circumstances
Training content
1. Session 1 – 3 h (40% - theory, 60% - practice)
a) What the difficult conversation is
b) Reactions to hard dialogs
c) Goal in dialogs
d) Common goal in negotiations (theoretical concepts)
2. Session 2 – 3 h (40% - theory, 60% - practice)
. Common goal in negotiations (practice part)
a. Managing how we perceive the reality
b. Explaining own point of view (theoretical concepts)
3. Session 3 – 3 h (40% - theory, 60% - practice)
a. Explaining own point of view (practice part)
b. Exploring others’ points of view
c. Ending a dialog
d. Final practice
Total: theory – 3h, practice – 6h
Certification / Credits
Objectives
- Identify the focus of effort when a problem looks like a dead end.
- Handle emotions and think rationally.
- Understand your desires and make them the desires of your "opponent".
- Avoid destructive self-deception.
- Tell the unpleasant truth without causing resistance.
- Manage the emotions of the interlocutor.
- Make the dialog effective.
Quick stats about Luxoft Training Center?
More than 200 training courses
Conducted over 1,500 training sessions
Customized training solutions for business
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Luxoft Training Center
Luxoft Training Center — an essential part of the global technology leader, Luxoft, a DXC Technology Company. We play a pivotal role in propelling B2B businesses forward by delivering customized training solutions. Emphasizing the significance of learning and employee development,...