Conversation Strategies for Managing Difficult Situations or People

Tony Jeary likes to say: “Life is a series of presentations.” As such, the informal presentations we give dozens of times per week in the course of conversation with colleagues and customers may have more impact on our businesses or careers than even the formal presentations we give a couple times per month. 

This is especially true when the conversation is around a difficult topic or with a difficult person.  In this context we have an opportunity to demonstrate our presence and poise, OR NOT. Many have done tremendous damage to an organization or a relationship because they mishandled a critical conversation with a colleague or a customer.

If you want to be prepared to present yourself and your ideas with impact even in the face of difficult situations or people, this workshop is for you!

Participants will learn:

• How emotional intelligence factors into conversation style

• How to act on your emotions instead of allowing them to act on you

• The difference between facilitative thinking and debilitative thinking

• Why being interested trumps being interesting

• Four types of difficult people and how to treat them differently

• Steps for building rapport as a foundation for handling conflict

• How to identify when a conversation has become “unsafe”

• Suggestions for making a conversation safe again

• Assertive respect: Stand up for yourself while increasing others’ respect

• 10 characteristics of great listeners who connect with anyone

• When it’s appropriate to apologize and when it’s not

• A three-step process to assertively and elegantly express frustration

• Four steps to take when you think you have overreacted

• A conversational tactic to use when your motives are questioned