Interdisciplinary Professional Programs
College of Engineering

Critical Conversations Results-based Communication

To achieve good outcomes in the workplace, we need all stakeholders to have open, clear and honest conversations with their team, bosses, peers and customers. Often conversations go wrong through misunderstandings and perceptions of ulterior motives. People are often aware that their conversations are not achieving the results they want but do not have any specific tools to improve them. 

This course provides a communication framework to plan and have an effective conversation that achieves jointly satisfactory outcomes. It includes a step-by-step approach to having truthful conversations that deliver the real message without alienating anyone.  The course is relevant to getting the most out of all day-to-day business conversations and especially relevant where an unwanted conflict in the workplace occurs.

 In this course you will learn how to:

  • Assess the true business outcome you want and how to achieve it
  • Assess a situation and recognize when a conversation could become emotional
  • Use a simple template to plan a conversation
  • Follow a step-by-step model (5S-5F-3A) to deliver a difficult message safely
  • Deploy advanced communication skills, including how to recover a conversation with unwanted conflict
  • Leverage the art of storytelling in a business context
  • Understanding how to avoid emotions derailing the conversation
  • Ensure the desired business outcome is achieved after the conversation

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