This is a two part course where we address both internal and external communication.
Internal: Sometimes, having hard conversations is easiest with the people with whom we've already established credibility and relationships. However, for many, it is difficult to deliver bad news to
someone they work alongside and like! Therefore, it is critical that we investigate how we can reframe difficult conversations into developmental ones. In this training we will consider how we build and maintain credibility with our colleagues, as well as how we prioritize our relationships
over short-term challenges. We'll focus on the impossible deadline, or the overloaded schedule...or even that super annoying habit...and think of how we can engage our colleague to problem-solve the issue at hand. In this manner, we focus away from transactional, bi-directional, communication and instead lean into transformative, robust, conversations. We will also incorporate an Accountability
Dial discussion to ensure that these conversations are developmental rather than adversarial.
External: We've all heard the saying that "knowledge is power" and we can apply this concept to our advantage when delivering bad news to our external customers. In this session, we'll focus on
clearly communicating the expectations that we have of the customer, as well as what they can expect from us. Focusing on how we can compassionately appreciate the disruption that bad news may bring our customers, we will discuss the psychology behind how uncertain waits are longer than known, finite, waits (this goes against the saying "no news is good news"!). We will also consider Attribution Bias, the theory that states we judge ourselves based on our intentions but
judge others based on their behavior's. With this reframe in mind, we can start to craft patience, empathy, and clear communication with our customers that allows us to maintain long-lasting
relationships...even if they aren't too thrilled with the news we deliver!
