Navigating Difficult Conversations


Navigating Difficult Conversations

This course provides a framework and techniques to help develop actions when facing difficult conversations. Students will gain confidence in their ability to constructively address stressful situations. They will also assess their own conflict management styles and learn tools and techniques to reframe discussions to yield more productive outcomes. Note: This course will earn you 7 PDUs.


Navigating Difficult Conversations

Learning objectives, at the end of the course you will be able to:

  • Understand conflict and the sources of difficult conversations.
  • Identify what each of us brings to difficult interactions with others.
  • Consider what we can and cannot control in when faced with a difficult conversation.
  • Take an assessment to identify personal tendencies when managing conflict and learn how to expand approaches to resolving conflict successfully.
  • Use a framework for engaging in difficult conversations that results in better outcomes for all.

Course Outline:

Participants will be provided a link to take an online personal conflict management style assessment prior to class.
2 – Difficult Conversations and Conflict
Conflict defined
The role of conflict in difficult conversations
Types of conflict
Changing our view of conflict
3 – Contributions to Difficult Conversations
How we filter our conversations
Things we can and cannot control
4 – Conflict Management Styles
5 Conflict management styles
Reviewing individual assessments
5 – MAI2 Framework for Difficult Conversations
MAI2 Framework overview
Review of each of the framework components
Benefits of MAI2 Framework
Practice using MAI2 Framework as a conflict management technique

Enroll in this course


Need Help Finding The Right Training Solution?

Our training advisors are here for you.

GBP Pound sterling
EUR Euro