Solutions
» Communication
Courageous Conversations
Supporting managers who have to tackle
sensitive issues
Managers are frequently under-confident about tackling staff
on issues that may be judged ‘sensitive’. When not
handled with clarity and confidence, discussions that centre
on performance, attendance or timekeeping, or more intimate
matters like behaviour or even personal hygiene can create unnecessary
tensions with the result that things can get worse, not better.
Courageous Conversations has grown out of our experience in
supporting managers who need to tackle such topics in a productive,
fair and balanced way, and be sure of getting the results they
need.
This means striking the right note of respectful concern for
the employee, personally and professionally, while addressing
the job performance or other issues directly. The purpose of
this approach is to enhance managers’ skills so that they
can feel and act with greater confidence, set goals for their
conversations and respectfully follow-through with staff. Such
productive conversations reduce the risk that staff members
will feel unheard, misunderstood or under-valued.
The aim is to produce more collaborative relationships between
managers and employees generally, and in particular where the
subject under discussion might otherwise result in confrontation.
Contents
Introduction and expectations for the day
How effective conversations build productive
relationships and minimise stress
One-to-one conversations - assumptions
and fears
The framework for effective conversations
When managers must tackle sensitive issues
Planning the meeting with the employee
Setting and maintaining boundaries
Deciding on outcomes and goals
Listening skills, summarising, framing
the response
The productive use of language
Monitoring and follow-through
Common pitfalls and traps to avoid
Review and action planning
Communication in sensitive situations
Giving news, ‘good’ or ‘bad’, feedback
and
comment
Setting the scene and following through
Objectives
- Greater understanding of the importance
of one-to-one relationships at work
- Skillfulness in a framework for safe
and effective conversations
- Greater confidence when tackling sensitive
issues or difficult topics with staff and colleagues
- Enables more collaborative working to
avoid resistance and improved outcomes
- Provides a Solution Focused structure
that will improve results.
As with all our courses, this is a highly interactive day involving
group exercises, discussion and lectures.
It is supported by a PowerPoint presentation, a set of revision
notes and reading list. The contents above may vary depending
on the precise needs of the group on the day.
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