Managing Difficult Conversations

Overview

A key area of managing performance is the ability to hold difficult conversations around performance. This involves giving effective feedback, identifying the root cause of the issue and agreeing a positive solution. This should lead to an effective outcome and enhanced performance, however the danger is that the discussion is avoided and then escalates into something that becomes more formal.

This half day session considers the principles of performance coaching, developing a framework to manage the discussion, the skills to identify the issue and then culminates in the opportunity to practice in a ‘real’ situation. It is important that you give some thought to a difficult conversation around performance that you may have to face (see pre-work).

The style will be interactive and practical with the focus on transferring the skills back into the workplace.

Pre-Workshop Preparation

Prior to attending please identify a challenging situation around performance which you could use in a ‘role play’ situation. Please consider:

- role of the person

- general personality, attitude & behaviours

- the issue to be discussed

- any previous discussions.

This will help you in the practical application of the coaching framework and skills session.

Objectives

By the end of the workshop you will be able to:

• Identify the key aspects of performance coaching
• State the benefits and pitfalls
• Work with a coaching framework to manage the conversation
• Use key skills to facilitate the discussion
• Manage any conflict to a positive outcome
• Agree a way forward to improve performance
• identify areas for ongoing development

Agenda

Setting the Scene

• Workshop & Individual Objectives
• Individual Issues & Challenges (Pre-Work)

Key Areas of Performance Coaching

• Components of Effective Coaching

Principles of Managing the Discussion

• Definitions
• Benefits & Pitfalls
• Coaching Framework (GROW)

Key Skill Areas

• Probing Questions & Active Listening
• Facilitating the Conversation
• Feedback

‘Coaching’ Practice

• ‘Live’ Coaching Scenarios
• Discussion & Feedback

Review

• Key Learning Points
• Evaluation