In this practical webinar, you’ll learn how to skillfully manage difficult conversations at work.  You’ll learn about effective tools and techniques, including self-reflection, timing, fact finding, assumption testing, setting considerations, interpersonal empowerment, and emotional intelligence.  Among other things, you’ll learn how to:

  • Prepare for a challenging conversation, including:
    • Self-reflection
    • Timing
    • Fact Finding
    • Testing Assumptions
  • Craft the message, including:
    • Clarifying the scope of the issue
    • Adapting your message to the other person’s style
    • Identifying your best outcome
    • Articulating your observations and feelings
    • Being brief
    • Anticipating the other person’s response
  • Face the challenge, including:
    • Initiating the conversation
    • Maintaining everyone’s esteem
    • Listening for solutions
    • Asking for help
    • Sharing your thoughts and feelings
    • Summarizing your understanding
  • Reflect on the conversation, including:
    • What did – and didn’t – work
    • Following up
Faculty Member
Cathy Graham
Workplace Navigator

Cathy Graham is a Human Resource Consultant, Blogger, Executive and Team Coach at Workplace Navigator. Ms. Graham has taught Human Resource courses at several colleges, including Duke University. Ms. Graham is a graduate of Cornell University and the University of San Francisco.

HR Credits

Credit Value Type Format
HRCI 1.25 General
On-Demand/Recording
SHRM 1.25 General
On-Demand/Recording

In some CLE states, the course will be submitted to the bar after you register. If for any reason the course is not approved, we will fully refund your registration fee. If a state is listed on this course, then we are confident the course fits that state's standards and already is or will be approved for credit.

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