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A practical course for staff, managers, project leaders and those in support roles who wish to conduct conversations in a clearer, more focused and more respectful manner. The focus is on conversation structure, active listening, questioning techniques, conversation objectives, binding agreements and dealing professionally with challenging situations.
You will learn how to consciously prepare, structure and steer conversations without neglecting the interpersonal aspect. You will practise listening, asking questions, summarising, clarifying and reaching agreements. By the end of the course, you will be able to conduct professional conversations with greater confidence and achieve more binding outcomes.
• Prepare and structure discussions in a goal-oriented manner
• Practise active listening and use effective questioning techniques
• Clarify expectations, interests and misunderstandings
• Formulate binding agreements and follow them up
• Willingness to take part in conversation exercises
• Typical conversational situations from one’s own day-to-day work
• No prior specialist knowledge required
*We customize the course outline and content to your specific needs and relevant use cases.
Module 1: Fundamentals of professional communication
• Clarifying the reason for the conversation, its objective and your role
• Distinguishing between the factual and relational levels
• Understanding the phases of a conversation and typical dynamics
• Reflecting on your own communication patterns
Module 2: Listening, asking questions and understanding
• Using active listening in a targeted manner
• Using open, closed, circular and solution-focused questions
• Summarising and reflecting statements accurately
• Identifying interests, needs and expectations
Module 3: Structure and Management
• Opening, focusing and concluding conversations
• Respectfully limiting digressions
• Keeping conversation objectives in mind
• Creating clarity without appearing domineering
Module 4: Challenging Conversational Situations
• Dealing constructively with criticism, resistance and uncertainty
• Recognising emotions and incorporating them objectively
• Clearly communicating boundaries and expectations
• Using de-escalating language
Module 5: Agreements and Transfer
• Formally recording outcomes and next steps
• Clarifying responsibilities, deadlines and criteria
• Practising and reflecting on your own real-life cases
• Developing a personal conversation guide
Hands-on learning with expert instructors at your location for organizations.
Master new skills guided by experienced instructors from anywhere.
