Course Information
Navigating Tough Conversations: Strategies for Clear Communications
Parking for SAO, Professional Development courses is in Garage B (1511 San Jacinto Blvd.). The Garage signage may read 1511 San Jacinto or Garage B. The elevator in Garage B is not reliable. If you are unable to walk the stairs, please contact the professionaldevelopment@sao.texas.gov for alternate parking arrangements. Handicapped parking is free at the meters around the downtown area.
A course coordinator will email you a parking permit prior to the course start date. A permit must be displayed or you will be ticketed.
Course Description
Is there room for you to improve when it comes to communication?
We're guessing the answer is probably "yes." Don't worry; you're not alone. No matter your position or job title, there are concrete steps you can take to foster a better approach to tough conversations in the workplace. In any organization, regardless of its size, there are always tough conversations that need to occur. These conversations may include feedback, policy clarification, responding to a request, or interacting with an individual with which you do not connect. Having these conversations and maintaining collaborative and collegial relationships can be challenging. Too often we avoid challenging, yet sorely needed, conversations because we lack the skills and confidence to have them.
Course Objectives
Objectives:
• Understand what are tough conversations and what can make them difficult?
• Determine why conversations are tough for you?
• Learn how to set expectations and have level setting conversations.
• Case studies to determine alternative practices for tough conversations.
• Through exercises, script and practice the tough conversation.
Outline:
What is a Tough Conversation
• Person/Relationship
• The topic-performance, hygiene, policies
• Performance
• Hygiene
• Policies
• Timing
• Not having the skills
• Not having information
• Anticipated response
Why Is a Conversation Tough?
• Group exercise.
• Conflict avoidance
• Lack of relationship
• To document, or not…
• Behavior has gone on for a long time….
Who Owns the Conversation
• The role of the first line manager
• All directions – top down, peer, etc.
How to Clearly Set Expectations
• Level Setting Conversations
• Identify the desired result.
• Identify how and if the situation can be fixed.
• Learn when to stop a conversation.
• What to do if you say something you should not
• Virtual conversations for remote employees
Case Studies
• Work individually and as a group to determine what would you do in this situation.
Practice – Tough Conversations
• Identify a tough conversation you need to have.
• Script the conversation and practice with a partner
Goal Setting
• Identify Key Take Away’s
Activities and Exercises:
This program provides proactive tools and techniques for conducting tough conversations. This engaging full-day program includes lectures, exercises, group discussions and role play.
Prerequisites
Prerequisite not required.
Instructors
Glenna Hecht is a Human Resource and Training Consultant, where she provides human resource consulting and training/speaking services for companies, associations, and government agencies. Her clients include TD Industries, PepsiCo, Western Rim Property Services, Society of American Florists, Wingstop Restaurants, the Bureau of Printing and Engraving and a host of other companies and agencies.
Additional Information
TAC Rule 523.142(g) requires the CPE Sponsor to monitor individual attendance and assign the correct number of CPE credits. Participants will be asked to document their time of arrival and departure in compliance with this Rule. Additionally, attendance will be monitored throughout the day and CPE certificates will reflect actual attendance of each participant.
If you are making travel plans to come to Austin, we recommend making "refundable" air and hotel reservations or waiting until 14 days before the class to actually book your reservations. Courses are occasionally canceled or rescheduled due to low enrollment. We determine whether a course has enough participants 16 days prior to the course date. If we cancel or reschedule, we will email the participant and his or her billing contact no later than 14 days before the original class date.
To see answers to our Frequently Asked Questions, visit Texas State Auditor's Office - Professional Development FAQs