Managing Difficult Conversations

Colin McKenzie, Director, Conflict Management New Zealand Ltd

Build upon your conflict management skills

No matter how competent we think we are, each of us have professional or personal conversations that cause anxiety and frustration. A difficult conversation can occur at any time, with any person, over any issue.

If you are sometimes challenged by: managing difficult behaviours, coping with different conflict styles, avoiding escalation, or trying to engage in a constructive conversation over a sensitive or contentious issue, then this workshop is for you!

Our next workshop is on Monday 5 March 2012, click here to learn more.

Programme content 

In 1999 the Harvard Negotiation Project published a book called “Difficult Conversations – How to Discuss What Matters Most”. The authors of this book studied thousands of conversations and found an underlying consistent pattern which has since been developed into what is called ‘the four learning conversations framework'. This will be presented as a rigorous and systematic approach to manage difficult conversations.

As we all know, difference is not the problem. A problem occurs when difference turns into lingering conflict or an open dispute. Feelings can be hurt, relationships damaged, problems can increase, and issues can escalate. The end result is often increasing costs, and a more difficult working environment. Sometimes, we need to have the conversation that we may be avoiding.

The Harvard framework will be presented through practical exercises showing how to plan for, initiate and respond to difficult situations. Both generic and actual cases will be used. If you can come with real issues and cases, that will make the day so much richer!

This workshop is a unique opportunity to participate in an internationally acclaimed programme with a presenter who has a wealth of experience and expertise.

What you can expect to learn from this workshop:

• A practical framework to prepare and conduct a difficult conversation.

• An understanding of the power of your own assumptions.

• Evaluation of your own conflict style and an understanding of how to manage other styles.

• How to manage different perceptions and conflicting interpretations.

• How to manage emotions and difficult behaviours.

• How to communicate difficult messages.

• How to improve your communication technique.

• How to get your message across.

• How to achieve more buy-in to any outcome

Includes comprehensive workbook, lunch, morning and afternoon tea.

The presenter

Colin McKenzie has spent most of his working life helping people to manage conflict better. He works with local communities, small companies, government departments, multinational corporations, and international agencies.

His approach is interactive with the right mix of theory, practice and application. Colin is both a teacher and a practitioner so he draws examples from real world situations. He has been the Director of CMNZ for 13 years after coming back from Boston where he worked and trained as a senior consultant for Conflict Management Group and the Harvard Program on Negotiation. To find out more about Colin or the course please go to the CMNZ website www.cmnz.co.nz.

Comments from participants

• A safe environment to explore having difficult conversations and developing courage and strategies when having those conversations. I found it extremely helpful. Fiona Vessey, Community Infrastructure Assets Manager, Kaipara District Council.

• Colin is a wonderful presenter who provided clarity and defined approaches to difficult conversations. Hayley Semenoff, Programme Administrator, NorthTec.

• Fantastic course for understanding a fundamental part of many dimensions in our lives. Claire Terweil, Medical Officer, North Haven Hospice Society Inc.

• Colin obviously had a wealth of experience on this subject and presented the material in a cohesive, fun manner. Stephanie Gargas, Administrator, NorthTec.

• Thank you for a great workshop. I have learnt a great amount and have taken a lot away with me. Philomina Theron, Accounts Payable Officer, Far North District Council.

• An excellent course. Lots of practical, useful tools and a lively interesting presenter. Claire Lichtwark-McInnes, Kaipara District Council.