When Emotions Run High: Communication Skills for Challenging Conversations

Date(s): Monday, May 3, 2010

Join our mailing list to hear about this program when it is offered again.

Many conversations are challenging ones—giving feedback, facilitating sensitive discussions, mediating a conflict—and part of the challenge is keeping calm when we feel ourselves reacting to what other people are saying or doing. It’s easy to advise “keep your cool,” but how exactly is this done? And how can one recover open dialogue from a discussion that has deteriorated into name calling, stony silence or other defensive reactions?

This seminar will focus on techniques for managing our emotions in the moment when we feel ourselves losing our composure, and on multiple communication skills for avoiding and recovering from difficult conversations. We will explore ways to listen when you don’t agree, prevent attacking when you know they are wrong, be open to new perspectives when you feel like dominating, assert your view when you fear the consequences. Times like these are when the going gets tough and cognitively learned skills go out the window.

First, we will deepen our understanding of why interpersonal communication is so difficult and prone to misunderstanding. Then, we will explore the physiology of the brain and how it is wired for instant reaction that isn’t always helpful. Next, we will explore multiple ways of interrupting our reactive patterns and building new response habits. Finally, we will examine several specific communication skills that are particularly useful during challenging conversations, including “Door Openers,” “I statements,” “Level Shifts,” and “Pacing.” Videotape scenarios will be closely analyzed and there will be numerous demonstrations of effective communication and opportunities for practicing communication skills.

Learning objectives

• Create a framework for better understanding the complex nature of interpersonal communication and why it is inherently difficult.
• Increase our self-awareness—of both our outward behaviors and our inward thoughts and feelings—so that we can communicate more effectively.
• Explore multiple techniques for changing our habits of over-reacting to the challenging behaviors of others and replacing these with new learned responses.
• Identify and practice specific communication skills that are particularly helpful in challenging conversations.
• Have fun learning and increase our commitment to keeping our cool when under fire.

About your instructor

Laura V. Page is an independent management consultant based in Madison who focuses on communications, conflict resolution, team building, customer service and strategic planning. She is a frequent public speaker and meeting facilitator, and is a regular instructor for the UW-Madison’s and UW-Milwaukee’s continuing education divisions and Marquette University’s Corporate Outreach and Professional Development College. Her background includes a Master’s in Management Development from UW-Madison and a Certificate in Administration from Northwestern University. As Manager of Counseling for UW-Madison’s Small Business Development Center, Laura assisted hundreds of businesses with new venture planning and leadership development. Laura has held management positions in three other organizations, and was a consultant in Chicago with Arthur Young (now Ernst & Young). She is an active member and service award recipient of the American Society of Training and Development and a member of the Midwest Facilitator’s Network.

General information

Location: Pyle Center, 702 Langdon St., Madison, WI (check the monitor in the lobby for the meeting room). Information on parking and lodging will be sent with your confirmation.

Hours: Onsite registration begins at 8:30 am; seminar runs from 9 am to 4 pm.

Fee: The fee is $120 per person. Fee includes the cost of instruction, materials, refreshment breaks, and CEUs. It does not include the cost of meals, lodging, or parking.

Cancellation policy: If you are unable to attend or arrange for a substitute, you may obtain a refund minus the $20 administrative fee by contacting our registration department at least 3 business days prior to the program. If you cancel 3 business days or less before the program, or do not attend, you are responsible for the entire fee. To cancel or arrange for a substitute, please call 800-725-9692.

Credits: 0.6 Continuing Education Units (CEU) or 6 hours are awarded for participation. The seminar also qualifies for: Illinois Social Work credit (provider #159-000243), Wisconsin licensed psychologists credit, and the Wisconsin Department of Public Instruction Professional Development Plans.

The University of Wisconsin, Department of Professional Development and Applied Studies is approved by the American Social Work Board (#1042) as a provider of Continuing Education Credits for Social Workers.The Wisconsin Certified Public Manager (CPM) Program will accept this seminar as fulfilling one of its elective classes. For more information or to receive such credit, contact Robbi Dreifuerst: phone 608-262-3830 or e-mail rdreifuerst@dcs.wisc.edu.

For more information contact Ann Whitaker, Professor, Professional Development and Applied Studies, 21 N Park St., 7th Floor, Madison, WI 53715. Call 608-262-4509 or 800-442-4617, e-mail: awhitaker@dcs.wisc.edu.

Registration options:

By phone: Call 608-262-7942 or toll-free 800-725-9692.

By mail: Print, complete and mail the UW Continuing Studies registration form.

By fax: Print, complete and fax the UW Continuing Studies registration form.

Online: Secure online registration is available for this program.

UW-Madison Continuing Studies | Classes | Services| About Us