Managing Difficult Conversations

About the Course

At times we can plan how we want a conversation to go and select some helpful phrases and questions ahead. Other times, the conversation is spontaneous, arising in the heat of the moment or a particular event. In both cases, we recommend that you take a moment to consider the potential outcomes of the conversation and whether it’s got enough value for you.

Course Schedule

This course is self-paced allowing you flexibility in the time needed to complete the course. You decide the order and progression you’d like to take, allowing you to revisit and review sections in greater depth as needed.

This course has the following:

• Interactive practice activities
• Learn More opportunities
• Supplemental reference materials
• Informal quizzes
• Final assessment

Following the course, you will complete an assessment which requires you to demonstrate your understanding of key course concepts. Upon successful completion of the assessment you will be awarded an electronic certificate of completion.

Course Chapters

• Choosing to have a conversation
• Toolkit for successful conversations
• Choosing the time and place
• Framework for difficult conversations
• Staying safe

Course Objectives

After completing this course, learners should be able to:

• Define frame of reference.
• Establish a positive intent and a desired outcome.
• Use good communication skills during a conversation.
• Draft a script for a difficult conversation.
• Use specific steps to carry out a difficult conversation.
• Access additional resources as required.
• Maintain safely in a conversation.

Recommended Background

This course will be helpful for supervisors, managers, and leaders who wish to develop better communication skills.

FAQ

Aside from an internet connection, what resources will I need for the course?

No additional resources are required for this course.

Will I get a certificate after completing the course?

Yes! All courses include a final assessment to evaluate your understanding of key course concepts. A certificate of completion will be offered to you if you complete the assessment with a score of 80% or higher.

Why should I take this course?

Each Eppley e-course is designed collaboratively among experienced instructional designers, subject matter experts, and our partner organizations and institutions. The course curriculum includes current information and best practices in the field, and it is recognized by national leaders in parks, recreation, and land management. Not only will this course benefit your career by expanding your knowledge base, but it will also enhance your application and problem-solving skills.

For more frequently asked questions, please visit our Help Center.