Course description
Mastering Critical Conversations: In-House Training
We will explore various obstacles to delivering “challenging” messages effectively, including those that come from the external environment as well as those we encounter internally.
After gaining insight into the brain science behind the biology of conflict and emotion, we will then examine a 5-step framework for delivering difficult messages. Paired and small group activities comprise a large portion of this interactive course, which culminates in a role play.
Upcoming start dates
Suitability - Who should attend?
Who Should Attend
This workshop is for anyone in any role who is interested in improving skills with managing challenging but important conversations, without getting trapped in emotions.
Outcome / Qualification etc.
What You Will Learn
At the end of this program, you will be able to:
- Recognize how a perceived threat by the brain translates into a physiological response of fight, flight, or freeze
- Utilize various techniques to mitigate an “amygdala hijack” state
- Leverage a 5-step model to deliver “challenging” news effectively
Training Course Content
Managing Difficult Conversations
- Obstacles to managing difficult conversations
- Understanding human nature
Brain Science and the Biology of Emotion
- The unique challenge of social and emotional learning
- The limbic system and the amygdala hijack
- Self-regulation strategy for the amygdala hijack
Delivering Challenging Messages
- Managing difficult conversations
- 5 steps for delivering a challenging message
- Verbal active listening techniques
- Preparing to deliver a challenging message (scenarios)
Conversations Involving Emotion and Conflict
- Two types of conflict
- Spectrum of responses to conflict
- Psychological type preferences and conflict
- Creating an action plan
Why choose IIL Europe
2,000,000+ people trained by IIL
50,000 annual online conference visitors
2,000+ companies have chosen to partner with IIL as their Learning Partner
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IIL Global
At IIL, our fundamental values of Intelligence, Integrity, and Innovation guide our actions and achievements with each customer, partner, and colleague. Our deepest purpose is to foster the growth and success of individuals, teams, and organizations through enduring relationships and...