Having Difficult Conversations

Conflict is not always negative. In fact, if managed well, it can create an environment that stimulates creativity, productivity and commitment. This session helps employees address the challenges they may face navigating organizational and interpersonal conflicts. Additionally, this session will help participants regulate their triggers and effectively navigate difficult conversations that include negotiation and conflict resolution that end in wins for both parties.

After completing this course, participants should be better able to:

• Identify the factors that lead to both interpersonal and organizational conflict and strategies to mitigate them
• Differentiate between positions and interests to soften tension between cross-functional groups
• Take appropriate steps to create positive outcomes from difficult conversations
• Use tools such as the Hard Stop and Elephant Rule to de-escalate tension
• Manage triggers
• Regulate reactivity in general and in-the-moment
• Understand the basic types, phases and skills of successful negotiation
• Understand and apply basic negotiating concepts: Legitimacy/Options, Anchoring, WATNA, BATNA, WAP, and ZOPA, etc.
• Achieve resolution or BATNA (best alternative to a negotiated agreement)