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Managing Difficult Business Conversations

May 23, 2017 - May 24, 2017


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Learn how to manage difficult conversations in business by attending this 2-day seminar taught by Bill English.  Register here.

Continuing Education Credits

  • Approved for 12 continuing credits by the Minnesota Board of Peace Officer Standards and Training
  • Approved for 12 continuing education hours by the Minnesota Board of Behavioral Health and Therapy
  • Approved for 12 continuing education hours by the State of MN Board of Social Work

The course and it’s materials have been developed by Dr. Sherod Miller, Interpersonal Communication Programs, Inc.  www.i-skillszone.com

Course Syllabus and Timing

Day/Time Module Name Learning Topics Skills Developed
Day 1, 8:30 – 9:00 Introduction 1.       Goal and Objections of the course

2.       Ground rules and materials

Day 1, 9:00 – 10:30 Communication Styles Map 1.       How you talk and listen

2.       Styles of talking

3.       Your brain & styles of communication

4.       Styles and team development

1.       Distinguish the characteristics of productive and unproductive ways of talking

2.       See and hear signals of unresolved issues faster

3.       Assess the effectiveness of your own talking styles

4.       Identify the dynamics and phases of team development

Day 1, 10:45 – 12:00 Think Systems 1.       The BOSS network

2.       Caring and Communication

3.       The third force

4.       Working with unresolved issues

1.       See the bigger picture

2.       Establish practical criteria for decision-making, negotiation and conflict resolution

3.       Build the foundation for collaboration

4.       Realize the power of caring or not caring

5.       Identify types of issues better

6.       Distinguish between issues and problems

Day 1, 1:00 – 2:30 The Information Wheel Map 1.       Understanding self and others in conflict

2.       Mapping and Issue

3.       Understanding the parts of the information wheel

4.       Self-talk

5.       Six Talking Skills

1.       Identify the structure of issues and situations

2.       Have a toold to understand yourself and other better

3.       Examine important issues thoroughly covering all parts of relevant information

4.       Apply six talking skills to communicate in a clear and constructive way

Day 2, 2:45 – 4:00 The Listening Cycle Map 1.       Listening to BOSS

2.       Agreement or Understanding

3.       Five Styles of Listening

4.       Explorative Listening

5.       The Listening Cycle Map

6.       Attentive Listening Skills

1.       Recognize the impact of different styles of listening

2.       Distinguish the difference between listening for agreement and listening for understanding

3.       Track communication process in order to participate and facilitate more effectively

4.       Use five listening skills

5.       Hear and comprehend others’ experiences in an uncontaminated way

Day 2, 8:30 – 10:30 Skilled Communication 1.       Inside the Skills Zone

2.       Outside the Skills Zone

3.       Managing yourself

4.       Connecting with others

1.       Recognize the impact of communicating inside and outsidek the Skills Zone

2.       Change ineffective, sometimes harmful, communication patterns

3.       Engage in more collaborative exchanges

4.       Manage the effect of anxiety on your communications

5.       Attend to other’s nonverbal to guage your interactive effectiveness

6.       Identify values congruent with the Skills Zone

Day 2, 10:45 – 12:00 Application Guidelines and Practice 1.       Learn to apply the skills in real-world situations 1.       Handle difficult interactional situations effectively
Day 2, 1:00 – 4:00 Practice 1.       Practice the skills we have learned 1.       Responding to fight talk

2.       Responding to spite talk

3.       Turning resistance into a resource

4.       Preparing for an mapping and important conversation

5.       Engaging in small talk

6.       Responding to control talk

7.       Responding to search talk

8.       Using the six speaking skills

9.       Using the five listening skills


For more information, please contact Bill English at the Platinum Group, 952-259-3217.


May 23, 2017
May 24, 2017


Bill English/the Platinum Group


The Platinum Group
12301 Whitewater Drive
Minnetonka, MN 55343 United States
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