COURSE DESCRIPTION: Imagine you get a complaint that an employee has a severe hygiene problem. Somebody’s got to sit down with that person and have an excruciatingly difficult conversation. How many of your managers would say, “I can handle it?” How many would scramble for the exits?
Fact is, they should ALL be able to handle it. Leaders do the things that other people don’t want to do, and that includes the full range of difficult conversations – all the way from “Your performance is unacceptable” to “You’ve been accused of sexual harassment” to “Your colleagues have complained about an offensive odor coming from your cubicle.”
In most companies, lots of managers run away from these conversations. They think, “If I ignore it, it’ll go away. Or somebody else will do my dirty work for me.” The costs of practicing avoidance are huge. Problems fester. Employees lose respect for do-nothing bosses who can’t handle conflict. Morale suffers. Productivity plummets.
And it’s totally unnecessary because teaching managers to conduct difficult conversations isn’t complicated. Armed with a handful of tools, they can quickly make the toughest conversations happen sooner, go more smoothly and produce better outcomes.
Participants at this conference will learn:
- Why managers will never get promoted if they don’t acquire the skills to handle difficult – and even excruciatingly difficult – conversations
- The three biggest mistakes managers make when engaged in an excruciatingly difficult conversation
- What beliefs and assumptions get in the way “in the heat of the moment”
- How to handle predictable objections from employees
- How to deal with “hotheads” who respond emotionally
- How to communicate more clearly and dramatically reduce misinterpretations
- Active listening skills that pave the way for dialogue rather than disagreement
- Assertiveness skills that help us express our thoughts and requests honestly and directly.
ABOUT THE SPEAKER: Amy Henderson is CEO of Henderson Training, Inc., in Santa Clarita, CA. Since 1991, she has logged in thousands of classroom hours training employees nationwide in a wide variety of industries including banking, insurance, construction, hospitality, retail, high tech and the military.
 HRCI CERTIFICATION: This program has been approved for 1.0 recertification credit hours toward PHR and SPHR recertification through the Human Resource Certification Institute (HRCI). For more information about certification or recertification, please visit the HRCI homepage.
 MONEY-BACK GUARANTEE: We're so confident you'll get what you want out of this conference that we'll refund your full fee if you’re not satisfied. It's risk-free.
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