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Handling Difficult Conversations in the Workplace

About this course

If you’re a manager or supervisor, you have probably been faced with a difficult conversation with a direct report. Not only do these conversations require sensitivity, delicacy, and in all likelihood, confidentiality, but how the conversation is handled can greatly impact the outcome. This course seeks to prepare learners to better handle awkward and difficult discussions with employees. Many difficult conversations can impact employee productivity, but as the manager or supervisor, you can learn to coach and counsel employees to create a calmer work environment and increase staff retention and productivity in the process.

Learning Outcomes

  • Describe a six-step model for handling difficult conversations with employees
  • Address the 10 common difficult discussions:
    • Inappropriate Behavior in the Workplace
    • Feedback on Poor Performance
    • Conflict with Other Employee/Coworker Complaints
    • Workspace Cleanliness
    • Customer Complaint (About Employee)
    • Public Insubordination
    • Violation of Company Policy
    • Dress Code Issues
    • Suspension
    • Termination

Estimated length: 3 hours
Access Time: 90 days
    SHRM credits: 3
Delivery: Online
Cost: $79

Professional Development Institute

Janet M. Jones, Director, Professional Development Institute
570-945-8621

John P. Gorel, Director, Corporate Relations
570-945-8622

Email: pdi@keystone.edu

Online courses and certificates, offered by a trusted partner, are self-paced and can be conveniently accessed anytime and anywhere from a computer with an internet connection. Courses are engaging and include real-world examples, videos, interactive games, assessments, and focused instruction. An "Ask the Expert" feature allows you to pose course-related questions and receive feedback within 24 hours. Courses are accessible, customizable, integrated, printable and mobile-friendly.

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