Details

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Mastering the Art of Tough Talk – From Conflict to Clarity

Introduction

Welcome to our transformative training session, where we delve into the art of harmonizing conflict and amplifying connection.

Conflict is an inevitable part of life, but mastering how to navigate and resolve it is key to fostering meaningful connections.

In this session, we will explore effective strategies for managing “Tough Talks” with grace and integrity, turning potential discord into opportunities for growth and understanding. Through interactive exercises and insightful discussions, you will gain valuable skills in communication, empathy, and conflict resolution.

By the end of our session, you will feel empowered to approach conflicts with confidence, knowing that they can lead to deeper connections and greater harmony in your personal and professional relationships. Most importantly, it makes you a better person, a more attractive leader, and a more empowering individual in the society.

Join us on this journey of mastering the art of Tough Talks, turning challenge into opportunities, and from confusion, to clarity!

Learning Outcomes

Upon completion of this program, the participants should be able to:

• Understanding the most common root cause of conflict and dispute in communication.
• Have awareness on importance of emotional needs in effective communication.
• Apply techniques in practicing Emotionally Matured state
• Apply the 7S framework in a Conflict Resolution

Key Content

Module 1: What Is A Difficult Conversation

• [Discussion] What is Difficult Conversation and what causes it
• [Theory] The PIE Concept in Communication - Perspectives, Intention & Emotional Triggers

Module 2: Personalities

• [Activity + Theory] What are my personalities, the strengths and challenges
• [Discussion] What are the preferred working and communication styles of different personalities
• [Theory + Reflection] How to handle different personalities and their preferences

Module 3: Perspectives

• [Activity + Theory] How perspectives are formed, psychologically
• [Theory + Reflection] Ways to handle different perspectives and maintain psychological safe environment

Module 4: Emotion

• [Theory + Discussion] What is Emotional Triggers and the reason emotion surfaces in communication
• [Theory] The Human Needs we needed, but not aware of

Module 5: Difficult People

• [Discussion] What is a “Difficult People”
• [Discussion + Reflection] How to practice Emotionally Mature state for effective communication and to maintain sustainable relationships

Module 6: 7S In Crucial Conversation

• Set the Intention
• Make is Safe
• State the Fact
• Tell the Story
• Shut Up and Listen
• Create the Same Goal
• Solve it together

Module 7: Making It Practical

• [Simulation] on different scenarios
• [Feedback + Reflections] on skills and method to handle Tough Talk

Target Audience

• Frontliners
• Customer Service Personnel
• Executives
• Supervisors
• Team Leaders
• Administrative Staff
• Operational Staff
• Support Staff
• Managers
• Assistant Managers
• Employees from all levels

Methodology

The course content will be delivered through experiential learning – activities and game debrief, reflections, short lectures, group discussions, group presentation and scenario discussion.