Leadership coach and lynda.com director of learning and development, Britt Andreatta shares her tips and strategies for having difficult conversations. In her four-phase model, you’ll discover the situations that lead up to difficult conversations, decide when the conversation is warranted, prepare for the interaction, and monitor outcomes to ensure success.

Along the way, learn the secrets of turning difficult conversations into successful interactions that enhance communication and rapport. Improve both your professional and personal relationships, finding your way back from conflict through mutually successful outcomes. Topics include:

• Understand why conversations go badly
• Define the influence of power structures and patterns in a difficult conversation
• Identify observable behaviors and use them to focus on facts and on how behaviors affect the business
• Control the direction of a conversation
• Build a blueprint from which to structure a conversation
• Identify and prepare for resistance during a difficult conversation
• Identify the conversational choices available to you when others resist your efforts

You can access the course here. Use your UMD credentials to login.