Conflict Resolution: Managing Difficult Conversations


Difficult conversations are a part of everyone’s lives. As much as we may not like to have tough conversations, when handled properly you can get better results and resolve conflict by airing issues and solving problems. With a few easy-to-use tools and techniques, anyone can get the most out of a difficult conversation.

Over the course of this online learning the student will learn the benefits of positive intent, active listening skills, and asking strategically relevant questions to get to the heart of any conflict or situation.


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Learning Objectives

After you complete this course, you will 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 safety in a conversation.

Course Outline & Major Topics

  • Managing Difficult Conversations
    • Choosing to Have the Conversation
    • Considering the Consequences
    • Establishing Your Frame of Reference
    • Establishing Positive Intent
  • Accepting People for People
    • Planning What You Want
    • Things to Ask Yourself
    • A Note on Fairness
  • Toolkit for Successful Conversations
    • Managing Your Body Language
    • Making Connections
    • Speaking Persuasively
    • A Story from Mark Twain
    • Responding to Feelings
    • Reading Cues
    • Demonstration Cues
    • Tips for Becoming a Better Listener
    • Asking Questions
    • Probing Techniques
    • Choosing the Time and Place
  • Framework for Difficult Conversations
    • What’s Your Purpose?
    • Steps for a Difficult Conversation
  • Staying Safe
    • Mutual Respect
    • Common Ground
    • Staying in Control
    • When to Walk Away

*Receive a nationally recognized certificate for participation in this course

Who Should Take This Course?

  • Warehouse Management
  • Team Members & Leaders
  • Front Line Workers
  • New Hires

*Become a member to receive 20% off