**Managing Difficult Conversations - Brisbane**

# Managing Difficult Conversations Brisbane

## Course Outline

### Overview

G'day! I'm Dr Marcus Clarkson and for more than twenty years I've been assisting Australian businesses to solve their most difficult communication problems. You see, only last month I was speaking with Rebecca, a team leader at a logistics Company here in Brisbane, and she said to me one thing that I still can't get out of my head: "Marcus, I would rather count stock in the warehouse for a week without leaving than have a difficult conversation with my team member."

Sound familiar? If you've ever had that knot in your stomach when you inevitably have to have that tough conversation with someone, coaching them on an area for performance development, or having the talk you know you need to have but have been putting off for weeks, you're in very good company. Drawn especially for managers, team leaders or professionals who want to turn those cringing moments into an opportunity for a real connection and for making differences for the better.

IN THIS FULL DAY FORMAT... We'll spend an entire day together building a safe space where you can practice real life, real world scenarios, learn tested and proven techniques, and underwrite the confidence to navigate any conversation at work with grace and effectiveness. You'll be wondering why you thought talking about this stuff in the first place was so hard by the time we're done.

### Curriculum Based Learning Outcomes

After successfully completing this course, you will be able to:

**Communication Mastery**

Organise tough talks with a method proven in business, a 20 minute prepare and run play to get you in and out of the conversation fast.

Employ certain linguistic patterns that lower defences and facilitate conversation

Use active listening to make others feel understood, and keep the discussion moving forward.

**Emotional Intelligence in Action**

Acknowledge and control their own emotions in tough conversations

Uncover root issues and drivers behind problematic work behaviours

Show empathy, but remember to draw the line and set boundaries professionally.

**Conflict Resolution Skills**

Steer stormy debates away from issues and towards solutions

Treat cause of persistent workplace problems rather than just treating the symptoms

Follow through after hard talks to create lasting change

**Relationship Preservation**

Build and sustain trusting, positive working relationships while giving tough feedback

Establish trust with truth and love by communicating honestly and respectfully, even in challenging times

Establish teams where members can always communicate openly egregious safety culture.

### What You Will Learn

**Preparation Tactics That Really Work** You will learn the no nonsense three step preparation model I've modelled from how Perth's best mangers prepare their most difficult conversations. No more lying awake at night practising what you're going to say, you will have a clear plan.

**The Language of Change** We will work through some specific language that helps people to experience feedback as an opportunity rather than a beat down. I'm about to share with you the actual words I've used to transform hundreds of Australian managers' defensive employees into engaged team members.

**How to Keep Your Cool When Things Get Heated** Based on true scenes I've seen unfold up and down Queensland and New South Wales, you'll discover how to stay centred, and take the conversational lead when things tip over that emotional edge.

**The Follow Through Formula** Most people assume that the conversation is the hard part, but for me, it's what happens afterward that is instrumental in determining whether the change we need will take place. Along the way, you'll learn the follow through approaches that will maximise the impact of your tough talks and have your difficult conversations become real springboards for performance and relationship improvement.

**Tackling Patterns, Not Just Problems** Rather than having the same hard conversation again and again, you'll know how to recognise and address the underlying factors that lead to repeated problems in the workplace.

### Course Structure

**Foundation principles, preparation and communication frameworks AM:**

**Interactive Workshops:** Simulations inspired by actual work situations

**Afternoon:** Advanced Applications and Demanding Situations with Review

**Plan of Action:** Tailored plans for putting things into action right away

### Concluding Remarks

This isn't about turning into a new person, or transforming into a confrontational individual. It's about building the skills, the confidence, to tackle workplace problems before it's too late. You'll walk away with plans that you can apply in real Australian work situations, from providing constructive feedback through to dealing with performance problems in a respectful and impactful way.

Most importantly, you'll find out what I've witnessed time and time again in businesses all over Australia, that having these conversations well and early significantly strengthens your professional relationships, not damages them. Your coworkers are going to come to you for advice as they witness how masterfully you're able to deal with a challenging situation.

After this course, those conversations you've been side stepping are actually going to be moments to build trust, elevate performance, and cultivate a workplace culture where everyone can thrive.

**Duration:** 1 Day Intensive Workshop

**Location:** Brisbane CBD

**Small and Personalised:** Maximum of 12 attendees