Course Outline

Crucial Conversations


6 Hours




Conversations come in many forms, from friendly to professional, from low-risk to high-stakes, and from relaxed to tense. Every day we engage in numerous conversations, each which play important roles in shaping our expectations, relationships, and outcomes.

The Crucial Conversations workshop will help participants in Navigating conversations effectively using social intelligence, courage, self-control, and even humility.

Target Audience

This course will appeal to a wide range of audiences.

Skills Gained

Upon completion of workshop, participants will be able to:

  • Respond to heated discussions in an effective way
  • Avoid handling crucial conversations poorly
  • Understand the different reasons and factors of poor conversations
  • Learn how to make a conversation safe

Topics Covered

1-      When is it a Crucial Conversation?

  • Opinions Vary
  • Stakes are High
  • Emotions are Strong
  • Ways to Handle Crucial Conversations

2-      Responses to Heated Discussions

  • Threats and Name Calling
  • Silent Fuming
  • Speak Openly and Honestly

3-      Handling Crucial Conversations Poorly

  • Situations Where it Can All Go Wrong
  • Reasons for Poor Conversations
  • Fight, Flight, and Freeze

4-      Free Flow and Relevant Information

  • The Importance of Free Flow
  • Organizational Improvement
  • Stronger Relationships
  • Revitalized Community
  • Improving Health

5-      Pool of Shared Meaning

  • How Dialogues Work
  • Shared Pool
  • Loopholes and Mistakes
  • Frequency of Involvement

6-      8 Steps to Mastering Crucial Conversations

  • Start with the Heart
  • Learn to Look
  • Make it Safe
  • Master My Stories
  • State My Path
  • Explore Others’ Paths
  • Move to Action
  • Putting it All Together


  • Learning Concepts/Presentations
  • Group Activities and Discussions
  • Tips and Tools
  • Individual and Team Exercises
  • Role Plays/Case Studies
  • Educational Videos
  • Action Plan to ensure Application of the Learning