Conflict Resolution
Difficult Conversations Framework
Navigate emotionally charged discussions with confidence and clarity.
intermediate
3 modules
About This Course
Master the art of difficult conversations using proven frameworks. Learn the PREP model for preparation, techniques for managing emotional reactions, and the SBI/STAR feedback frameworks for constructive delivery.
What You'll Learn
- Prepare effectively for difficult conversations using the PREP model
- Navigate emotional reactions during challenging discussions
- Deliver constructive feedback using the SBI/STAR framework
- Close conversations with clear next steps and maintained relationships
Course Content
1
Preparation is Everything
Surgical precision - prepare like a surgeon, not a firefighter. PREP steps: Purpose, Research, Empathy, Plan.
2
In the Moment
Emotional thermostat - regulating temperature. Handling tears, anger, denial, silence. De-escalation language.
3
The Feedback Framework
SBI vs. STAR feedback models comparison. Opening, transition, and closing phrases. Feedback scenarios.
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This course includes:
- 3 modules
- Certificate upon completion
- Full lifetime access