Having Difficult Conversations

Catalog description

This course, Having Difficult Conversations, is designed to introduce students to the knowledge, skills, and abilities needed to improve communication between themselves and constituents who are resistant to feedback and change. The course will cover a step-by-step process for initiating difficult conversations and adding additional structure at the start of the feedback process for conversations that are particularly confrontational. The course utilizes, in part, the "SWAG & SHAREe" model utilized by Saint Louis University Division of Human Resources regarding having difficult conversations with employees and managers. The importance of developing these skills is critical to addressing issues in a way that helps the other person focus on the content of the feedback, rather than focusing on the emotional and defensive reactions to the feedback. By the conclusion of the class, the student will be equipped to provide comprehensive and effective evaluation of conflict with another employee and turn negative reactions into positive performance.