COMM050 - Difficult Conversations

Course Description

We all dread them – having to confront a challenging co-worker, customer, or friend about a difficult and uncomfortable issue. Often we handle the situation very poorly, and it is impossible to completely avoid the person or people involved.

This course offers insights into the multiple layers beneath each conversation and provides advice for handling these difficult exchanges in a manner that addresses the core issues. If you’re interested in improving your communication skills and reducing conflict, this four-week online course will provide strategies to make challenging conversations calmer and more productive.

Course Outline

• Why conversations are so 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

• Competencies developed include: communication, relationship & team building, and self-development
• Learn how to better deal with your emotions and anxiety
• Develop greater self-awareness and how one contributes to conflict
• Learn strategies for disarming the impulse to lay blame
• Practice new strategies for influence
• Prepare a plan of action for future difficult conversations

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