Summary:
Having difficult conversations is a key aspect of managing employees, and yet it is often the most uncomfortable. We have a host of concerns that influence our decision about whether or not to engage in a difficult conversation, such as retaliation; damage to relationships; angering others; impacting morale; making others uncomfortable, or feeling incompetent. This interactive course focuses on learning how to have a difficult conversation in a way that builds relationships, acknowledges the interests or needs of others, as well as our own, and builds collaborative solutions that improve efficiencies, develops employees and changes problematic behaviours.
Course content can be custom-designed to meet your timeline and needs from topics such as:
- our own attitudes and beliefs about challenging communications
- the challenges we experience
- the intent and goals of a difficult conversation
- issues related to content, process and relationship
- the interrelationship between positions, issues and needs/interests
- the impact of stress
- a model for preparing and conducting a difficult conversation
- managing the defensive response and de-escalating emotion
- using the advanced skill of reframing to de-escalate conflict, acknowledge the needs of others, neutralize issues or topics for discussion and shift the conversation from a negative focus to a positive one
- tips on how to work with other styles (Insights) and strengthen your own approach
- shifting your perspective to a more productive and empowering one
- guidelines for giving and receiving feedback more effectively
Methods:
The learning environment includes instruction, exercises, small and large group discussions, and lots of hands-on practice. My goal is to help you develop your skills and sense of confidence.
*Note: I am also a certified personal coach with experience working with individuals on this topic. I can work with you one-on-one to learn and practice these skills in a confidential setting.
Pam is a valuable member of the faculty at the JIBC, Centre for Conflict Resolution. She teaches and coaches in a variety of courses, and receives very positive feedback from students and colleagues. Pam is always looking for new ways of engaging students and encouraging them to learn and explore ways of dealing with conflict.
Pam White
Former Dean, School of Community and Social Justice, Justice Institute of BritishPam has instructed in numerous classes for us for a wide variety of clients and learners. She is conscientious, caring and reliable, and has diverse experience and knowledge in the areas of conflict resolution, restorative justice and mediation education and training.
Kent Highnam
Program Director, Centre for Conflict Resolution / Centre for Leadership, Justice Institute of British ColumbiaPam is a great contributor to our Instructor team for the UBC Certificate in Project Management. As an expert in conflict resolution, leadership and communications, she has guided our project teams through challenging conflict scenarios and has inspired them all to see a different perspective in managing project teams.
Fiona McAuley
Senior Program Leader, UBC Continuing StudiesPam is an excellent instructor. She exudes a welcoming and down-to-earth approach as she coaches and instructs learners in conflict resolution and mediation skills. I highly recommend her as a mediator, instructor, and facilitator.
Leanne Harder
Skills Coach, Justice Institute of British ColumbiaPam is an extraordinary professional with a unique and gifted ability to connect personally with her clients. She has a devoted work ethic and a uniquely rare ability to assist people to identify and work through challenging human and work relationships. Her insights and recommendations have always been on target and resulted in improvements to both business and human performance.
