Course Description
Overview
Heated meetings, difficult negotiations, angry confrontations…emotional, high-stress conversations are bound to happen in almost every workplace. While you can’t avoid these occasional intense exchanges, you CAN prepare yourself to manage them as effectively as possible.
This LIVE, virtual course equips you with the strategies and tools you need to handle the most stressful situations without blowing your cool. Discover new ways to remain calm even when the stakes are high, how to recognize your own triggers so you can bypass emotional reactions and focus on solutions instead, how to navigate even the most potentially turbulent situations with confidence — and how to repair the damage if you lose your composure.
Agenda
WORKSHOP AGENDA
Program time: 3 hours
Session 1: Understanding Emotional Reactions
Describe what causes emotional reactions
Discuss emotional triggers that could cause someone to have a blowup
Identify and learn how to effectively manage your triggers
Know how to recognize and respond appropriately to other people’s emotions
Session 2: What to Do When Conversations Get Heated
Use assertive communication to overcome emotions and focus on solutions
Concentrate on preserving relationships rather than blaming or victimizing
Establish boundaries for acceptable behavior during intense interactions
Assess and repair damage after a heated conversation
Session 3: Create an Atmosphere of Shared Understanding
Learn proven strategies for guiding a conversation to a productive outcome
Discuss the importance of defining problem and objectives in advance
Explain how active listening helps to pinpoint misunderstandings
Practice active listening techniques to gain deeper insight in others
Describe ways to move forward productively after an intense interaction