Corporate / Group Training

Challenging Conversations

Corporate Education Group, In Andover (+1 locations)
1 day, Two 3-3.5 hour sessions; Three 2-hour sessions
Next course start
Inquire for more information (+2 start dates)
Classroom, Virtual Classroom
1 day, Two 3-3.5 hour sessions; Three 2-hour sessions
Next course start
Inquire for more information (+2 start dates)
Classroom, Virtual Classroom
This provider usually responds within 48 hours 👍

Course description

This course develops your ability to deal with any type of challenging communication. Learn to demonstrate emotional intelligence, choose responses that will lead to positive outcomes, tune in to your audience, and utilize a productive mindset to drive successful interactions. Your ability to create an environment for open discussion and ongoing dialogue is crucial for navigating your way through difficult conversations. The communications skills covered in this course will increase your ability to exercise choice and control for every type of conflict, influence without authority, and improve quality of relationships and productivity.

Upcoming start dates

Choose between 2 start dates

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  • Classroom
  • Andover

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  • Virtual Classroom
  • Online

Training content

Module 1: Introduction

  • Foundation Tools
  • Clarification of Goals
  • Identify and Utilize Common Ground for Successful Interactions

Module 2: Communication Basics

  • Productive Mindset vs Non-Productive
  • Developing Outcome Thinking
  • Preparing the Message

Module 3: Communication Skills

  • Choice and Control
  • Emotional Intelligence
  • Four Key Components
  • Developing Trust
  • Gaining Rapport
  • Listening for Understanding
  • Expressing Without Provoking
  • Questioning for Specifics
  • Summarizing

Module 4: Challenging Situations

  • Understanding and Managing Conflict
  • Implementing the CALM Model
  • Communicating Non-Defensively
  • Dealing with Dreaded Situations
  • Difficult Conversations
  • Role Plays — Practice the Skills

Module 5: Summary and Action Plans

  • Plans for Ongoing Development


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Certification / Credits

  • Develop well-defined goals for more effective communication.
  • Create an open environment for difficult communications.
  • Build stronger relationships through powerful communication.
  • Develop an understanding of other people’s communication styles and needs.
  • Develop confidence to deal with difficult communication situations.
  • Manage and resolve conflict.

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Corporate Education Group
300 Brickstone Square - Suite 201
Andover MA 01810


Corporate Education Group (CEG) is a premier provider of talent development solutions. Since 1987, CEG has collaborated with clients to unlock business value by delivering talent strategies and development solutions that align with targeted business goals to make your workforce...

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