About the Program: Many business situations challenge even the most experienced and skillful communicator. Whether you are facing a difficult conversation with a stakeholder, colleague or employee, how you handle these conversations can determine your success or failure. Take the skills learned in this course and start applying them immediately for the confidence and camaraderie that gets you the results you need to succeed. Focus: Difficult Conversations will teach you how to effectively communicate to achieve desired goals. Your difficult conversations could include when and how to give negative or positive feedback to employees, managing discipline issues, negotiating win-win communications, improving daily coworker interactions, and more. Regardless of your situation, the tools learned in this course will make an immediate impact in your conversations surrounding any difficult situation. Impact: Upon completion of this course, participants will be able to:

• Build trust and maintain rapport
• Effectively listen and get credit for listening from others
• Give actionable feedback
• Engage others in a constructive dialogue involving difficult issues and highly emotional content