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This unit focuses on the courageous conversation in more challenging circumstances. It makes the transition from a coaching approach to a directing approach and explores what you could do when the collaborative mode does not work.

The unit introduces the concept of ‘contracting for improvement’ and explores strategies to use with ‘nodding dogs’ and ‘slippery customers’ and takes you to the point at which formal procedures must be considered.

In this unit, you will explore the shift to a more directive and assertive style, for situations in which the colleague does not appear to be willing to be coached or to collaborate.

Aims and outcomes

  • Consider the transition from collaborative to directing mode.
  • Practise how to give negative feedback while staying in collaborative mode.
  • Learn strategies to cope with defensiveness and denial.
  • Practise how to negotiate for improvement.
  • Consider the role of notes, letters and written records in the process to this point.
  • Consider the criteria that might indicate the need to move to formal procedures.

Unit content

Unit 4: The courageous conversation
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