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Managing Difficult Conversations in Business


Executive Education - Open Programs

Patrícia Rodrigues


Phone: (+351) 217 214 220



More Information

3rd edition*: starts in November 2018

Schedule: available soon

*This program will be taught in portuguese

Classes: 2 full days and 2 half days

Duration: 24 hours


Program Description

One of the most necessary skills for a manager is to address difficult issues effectively with their employees, colleagues, bosses, customers, suppliers, partners and other stakeholders. This implies the understanding of different perspectives, addressing sensitive issues and give honest feedback. Unfortunately, too often we avoid or postpone the discussion of these difficult issues, which results in worsening the situation. In fact, the source of the disagreement - is usually not obvious or easy to address. However, to strengthen the relationship between people, increase the motivation of teams and achieve better business results, it is essential that managers can address what really matters both internally with bosses, colleagues and employees, and externally with customers, suppliers and partners.

Unfortunately many managers respond to this challenge with vague intentions and general as "I will stay calm in the conversation" or "I will do my best." Good intentions are not enough to solve difficult situations, it is necessary to join the good will a set of techniques to ensure that the real issues are approached without destroying the relationship between the parties.

Develop skills to better deal with these challenging interpersonal situations is thus the aim of this program, interactive and based on the latest behavioral science, in which participants will learn to analyze and apply an integrated approach based on a set of critical tools to turn a conversation that has everything to go wrong in a conversation based on mutual respect and focused on solving the problem.

Main Benefits

  • Turning a potentially conflict situation into a cooperative and focused on reconciliation situation;
  • Overcoming assumptions and negative prejudices associated with challenging interpersonal interactions;
  • Planning and dealing effectively a difficult conversation;
  • Listening to understand different perspectives from ours;
  • Learning how to use emotions as an opportunity to find creative solutions for mutual benefit.