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Difficult Conversations
Module 1: Course Overview and Introduction
What is a Difficult Conversation? (5:18)
Course Overview & Instructor Introductions (5:15)
Module 2: Self-Management
The Amygdala & Neuroscience of Difficult Conversations (15:36)
The Ladder of Inference & Examining the Story (10:51)
Staying Curious & Calm (4:14)
Module 3: Communication Essentials & Models
The Role of Authenticity (6:17)
Ineffective vs. Effective Emotional Expression (8:37)
Brain-based Model 1: CARE (20:45)
Brain-based Model 2: SCARF (9:32)
SCARF Handout
Applying SCARF Worksheet
Authentic Conversations Model (15:59)
Module 4: Preparation Before the Conversation
Why Prepare? (4:48)
Begin With the End in Mind (6:13)
Gathering Specific Examples (3:17)
Module 5: Performance-based Difficult Conversations
What is a PIP & How to Document (5:44)
Progressive Process (7:04)
Unwilling/Unable...Willing but Unable (6:22)
Module 7: Facilitating an Individual Approach to Difficult Conversations
Using DISC to Adapt Your Approach (23:15)
Variables Around Role, Team, Manager, & Organization (16:06)
Module 8: Recovering a Conversation
Signs It's Not Going Well (3:32)
Coming Back to the Subject (3:53)
Module 10: All Course Resources
SCARF Handout
Applying SCARF Worksheet
Ineffective vs. Effective Emotional Expression
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