Structure of Programme:
The programme is made up of one module divided over 12 sessions:
Day 1: Understanding the Dynamics of Difficult Conversations
Session 1: Identifying Who’s Right/Who’s Wrong
- Description: Explore the pitfalls of binary thinking in workplace disputes.
- Topics Covered:
- Understanding perspectives and biases
- Shifting from "right vs. wrong" to collaborative problem-solving
- Activities:
- Case study analysis: Reframing "who’s right" scenarios
- Group discussion: Identifying root causes of misunderstandings
Session 2: Accurately Reading Intentions
- Description: Learn how to distinguish between perceived and actual intentions in conversations.
- Topics Covered:
- The role of assumptions in conflict
- Techniques for clarifying intentions
- Activities:
- Exercise: Identifying assumptions in workplace scenarios
- Group discussion: Techniques for seeking clarification
Session 3: Moving Away from Blame
- Description: Develop strategies to foster accountability without blame.
- Topics Covered:
- The blame cycle and its impact on workplace relationships
- Shifting conversations from blame to accountability
- Activities:
- Role-playing: Reframing blame-focused conversations
- Group debrief: Effective approaches to accountability
Session 4: Reflection and Application
- Guided journaling: Key insights from Day 1
- Group sharing: Personal strategies for avoiding blame
Day 2: Emotional Management and Communication Techniques
Session 5: Managing Emotions during Difficult Conversations
- Description: Learn techniques for managing emotional responses during challenging discussions.
- Topics Covered:
- The science of emotional triggers
- Strategies for emotional regulation
- Activities:
- Breathing and grounding exercises
- Scenario-based practice: Managing emotional triggers
Session 6: Emotional Intelligence in Difficult Conversations
- Description: Apply emotional intelligence principles to navigate difficult conversations.
- Topics Covered:
- Empathy and active listening
- Responding versus reacting
- Activities:
- Pair exercise: Practicing empathetic listening
- Group discussion: Insights from using empathy in conversations
Session 7: Maintaining Self-Esteem during Difficult Conversations
- Description: Strategies to maintain confidence and self-respect during challenging interactions.
- Topics Covered:
- Building resilience in the face of criticism
- Separating personal worth from professional feedback
- Activities:
- Reflection exercise: Positive affirmations and self-talk
- Group sharing: Lessons from maintaining self-esteem
Session 8: Practice and Feedback
- Practice difficult conversation scenarios in pairs
- Real-time feedback from facilitators
Day 3: Application and Mastery
Session 9: Planning and Structuring Difficult Conversations
- Description: Develop a structured approach to preparing for difficult conversations.
- Topics Covered:
- Setting objectives for conversations
- Structuring conversations for clarity and impact
- Activities:
- Template exercise: Creating a conversation plan
- Group discussion: Sharing conversation plans
Session 10: Real-World Application
- Description: Apply learning to real-world scenarios.
- Topics Covered:
- Practicing conversations with challenging team members
- Techniques for follow-up and accountability
- Activities:
- Role-playing: Real-world conversation scenarios
- Peer feedback and facilitator coaching
Session 11: Problem-Solving and Continuous Improvement
- Description: Explore problem-solving strategies for ongoing communication challenges.
- Topics Covered:
- Identifying recurring communication issues
- Developing continuous improvement strategies
- Activities:
- Group brainstorming: Solutions to persistent communication problems
- Action planning for improvement
Session 12: Wrap-Up and Action Planning
- Description: Consolidate learning and develop a personal action plan.
- Activities:
- Personal action plan development
- Group reflections and feedback
- Closing remarks and certificate distribution
Teaching, Learning and Assessment Procedures:
The programme will include a mix of formative self-assessment, peer-assessment and trainer assessment techniques, including:
- a number of self-assessment questionnaires to encourage the learners to assess and reflect on their individual competency in the skills discussed throughout the programme
- learners are expected to role-play the skills covered in the programme and given feedback by the trainer and peers
- trainer assessment of the learners’ reflective journaling after each session capturing the main points learned during each session, making a commitment to follow up on at least one practical action point and reviewing progress on the commitment made
- self-assessment through multiple choice quizzes after each session to assess the transfer of knowledge and main concepts covered during each session
What’s Included:
- Training by a certified and experienced educator/s
- Detailed course notes
- Funding options
