COMM050 - Difficult Conversations

Course Description

In this course, you'll confront difficult conversations that can feel daunting, whether you're dealing with a co-worker, customer, or friend. We'll dive deep into the layers beneath each interaction, offering guidance on navigating challenging exchanges effectively. Enhance your communication skills and reduce conflict in this course that provides invaluable strategies to transform tense conversations into productive ones.

Course Outline

In this course, you will:

• Explore what makes certain conversations difficult
• Consider the sub-text that underlies all difficult conversations
• Examine the role feelings, identity, and intentions play in our challenging conversations
• Explore the “learning conversation” and how it makes a difference
• Examine strategies to successfully negotiate difficult conversations

Learner Outcomes

By the end of this course, you will be able to:

• Identify the underlying reasons why difficult conversations occur
• Recognize and navigate the subtext in challenging interactions
• Understand the role of emotions, identity, and intentions in difficult conversations
• Implement strategies to engage in productive "learning conversations"
• Develop negotiation skills to navigate difficult exchanges effectively

Applies Towards the Following Certificates

• Customer Service Excellence Micro-credential : Core Courses
• Effective People Management : Core Courses
• Professional Certificate in Management & Leadership : Elective Courses
• Professional Communication Certificate : Core Courses
• Supervisory Skills Micro-credential : Core Courses