How to Manage Workplace Dilemmas & Structure Difficult Conversations

Overview

Managing people within a local government context brings unique challenges.  Alongside day-to-day operational pressures, managers and professionals will navigate organisational change, including LGR and diverse stakeholder expectations.

This practical one day course explores the why, what and how of managing workplace dilemmas and conducting difficult conversations.  Participants will gain insight into human behaviour under pressure, and learn structured, emotionally intelligent approaches to addressing challenging situations, while maintaining fairness and professionalism.

The aim of this course is to build confidence in managing common people-related dilemmas, while supporting constructive, respectful and transparent communication.  This course is divided into 2 consecutive half day sessions,

This course will enable you to

• Understand why people behave the way they do in challenging or emotionally charged situations.
• Recognise your communication and conflict-management style and its impact on others.
• Apply practical models and techniques to manage workplace dilemmas appropriately and consistently.
• Prepare for and structure difficult conversations.
• Practise key skills in a safe, supportive learning environment.

Content – Session 1

• Workplace dilemmas and problems, and the underlying reasons they occur.
• Why Emotional Intelligence plays an important part in the context of workplace dilemmas.
• The discomfort and risks associated with difficult conversations.
• The Elephant in the Room and ZOUD.
• What we tend to avoid, and how to reframe our thoughts, beliefs and assumptions.
• The Amygdala Hijack, and avoiding the threat response.
• Tips and techniques to managing conflict and challenge.

Content – Session 2 

• What gets in the way of great listening and good communication?
• It’s not what you say, but the way that you say it.
• Avoiding the Parent and Child communication dynamic
• Preparing for, and structuring, your difficult conversations.
• Exploring 2 structured communication models used for different situations.
• Practising real, current, difficult conversations in pairs or small groups.
• Review and action plan.

Who is the Course aimed at

All managers who deal with workplace dilemmas and challenging situations regularly.