Learning Objectives:
- Raise awareness on personal strengths and limitations in communication and relationship management.
- Practice difficult conversation tools and Non-Violent Communication processes.
- Develop ways to become a better leader through developing communication skills
In program:
1. Crucial conversations: high stakes, different views, strong emotions. Silence/Violence path and 6 styles under stress:
- Masking
- Avoiding
- Withdrawing
- Controlling
- Labeling
- Attacking
“Figure Out Which Patterns You Use Under Stress” self-assessment exercise
2. Non-Violent Communication (NVC)
Brief lecturette on Non-Violent Communication approach and skills:
Two parts of NVC process:
- Self-expression, without criticism
- Empathic listening
“Emotional cards” empathic listening exercise in trios, debrief in a big group
4 steps of NVC process:
- To make OBSERVATIONS, not judgments
- To express FEELINGS, not thoughts
- To understand NEEDS, not strategies
- To make REQUESTS, not demands
- Practice of Non-Violent Communication in small groups, based on the real cases, under the trainer’s supervision
- Role-play and group debrief
3. Difficult feedback: how to give and receive
- “4 chairs” technique, based on NVC skills
- Demo by the trainer
- Practice in small groups
4. Wrap up of the training session
- How to put new skills to practice? Kaizen mini-habits system
- Peer coaching exercise and making individual development plans