Difficult Conversations

Duration: 29.0

For managers, approaching a difficult conversation – whether it's with a direct report, colleague, or manager – can be immensely stressful. Handled the wrong way, this kind of conversation can also damage your work relationships and leave you feeling unsure of your abilities. With the right preparation and mindset, you can make sure this doesn't happen. In this course, you'll learn some basic guidelines about when and where to initiate a difficult conversation, and useful steps for managing the associated stress. You'll learn how to prepare for a difficult conversation using a four-step process, so that you're confident and able to manage the conversation constructively. Finally, you'll learn how to demonstrate that you have the right mindset during the conversation so that it has the best possible outcome.

• identify guidelines on when it's appropriate to have a difficult conversation
• recognize examples of four steps for managing the stress of a difficult conversation
• identify examples of how to analyze the facts when preparing for a difficult conversation
• recognize examples of how to analyze emotions when preparing for a difficult conversation
• select examples of how to identify your goal and plan a difficult conversation
• recognize ways to demonstrate the appropriate mindset during a difficult conversation
• use techniques for handling difficult conversations

Duration: 23.0

Having a performance management system in place can focus attention on results that count, boost productivity, align team and individual activities with organizational goals, and improve morale, all of which help ensure individual and team performance produce the desired outcomes for organizational success. In this course, you'll learn about the nature and benefits of performance management. The course outlines the five phases of a performance management system. It then explains how to recognize critical success factors and ensure effective key performance indicators, and explains the key components of developing role profiles.

• identify the factors of successful performance management
• recognize how a performance management system increases productivity and organizational success
• recall the five phases of the performance measurement process
• recognize the four types of critical success factor
• list the characteristics of effective key performance indicators
• identify the key job requirements summarized in a role profile