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Mastering Difficult Conversations for Project Managers

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Whether managing project teams, stakeholders, or vendors, the ability to handle sensitive discussions is essential for project success. Project managers are often engaged in discussing performance (or non-performance) issues, negotiating problem resolutions, providing challenging feedback to others, and other conversations that can put the project manager in an uncomfortable situation – especially if they are not prepared to have this type of emotionally-charged conversation with others.

This workshop focuses on equipping project managers with the skills to navigate difficult conversations effectively. Participants will learn strategies to address performance issues, misaligned expectations, and interpersonal conflicts that arise in project environments through a series of lectures, case study activities and role plays.

 

LEARNING OBJECTIVES

Participants will gain practical skills to:

  • Identify common types of difficult conversations in project management.
  • Learn techniques to manage performance, timelines, and expectations with stakeholders.
  • Develop strategies for resolving conflicts and fostering collaboration.
  • Practice real-world scenarios to build confidence in managing tough conversations.

 

WHO SHOULD ATTEND

Project managers, project coordinators and anyone involved in project leadership, plus senior team members.

 

PREREQUISITE

There is no prerequisite for this course.

MATERIALS

You will receive a course binder containing copies of presentation slides, exercises, and suggested solutions.

WHAT YOU WILL LEARN

Foundations for Difficult Conversations

  • Overview of Key Challenges in Project Management: Time
    pressures, stakeholder expectations, and performance issues
  • Why Conversations Become Difficult: Identifying common
    triggers in the project lifecycle (e.g., delays,
    miscommunication, and scope changes)
  • Reframing Difficult Conversations: Seeing them as
    opportunities for problem-solving and alignment
  • Group Discussion: Share examples of difficult
    conversations participants have encountered in projects

 

Structuring Diificult Conversations

  • Setting Clear Expectations: How to prepare for difficult
    conversations and establish clear objectives
  • Communication Models for Clarity: Using frameworks like
    SBI (Situation-Behavior-Impact) to structure discussions
  • Keeping Conversations Solution-Oriented: Focusing on
    outcomes rather than problems
  • Interactive Role-Play: Participants practice structuring and
    delivering difficult feedback using their own project
    scenarios

 

Managing Emotions and Conflict During Project Discussions

  • Managing Emotions (Yours and Theirs): Techniques for
    staying calm and guiding emotional stakeholders or team
    members
  • Conflict Resolution Strategies: Identifying underlying
    causes of conflict (e.g., resource constraints, scope
    disagreements) and resolving them collaboratively
  • Case Study: Review a conflict scenario where emotions
    escalate and work through strategies for resolution
  • Practice Exercise: Participants apply conflict resolution
    strategies in small group exercises

 

Handling Stakeholdler Pushback and Resistance

  • Understanding Resistance: Why stakeholders may resist
    change, timelines, or project decisions
  • Navigating Power Dynamics: Techniques for managing
    conversations with senior stakeholders and sponsors
  • De-escalation Techniques: How to bring conversations
    back to productive dialogue when resistance occurs
  • Group Activity: Participants work through a scenario
    where a key stakeholder pushes back on a critical project
    decision

 

Accountability Conversations for High Performance

  • Creating a Culture of Accountability: Ensuring all
    stakeholders understand their role in performance.
  • Balancing Flexibility and Firmness: How to remain
    accommodating while maintaining high standards.
  • Building Trust Through Accountability: Reinforcing trust
    while holding others accountable for their actions.
  • Exercise: Develop a conversation script for an
    accountability discussion.

 

Closing Reflections and Action Plan

  • Key Takeaways: Reviewing the most important lessons
    from the day
  • Action Planning: Participants create a personal action plan
    for their next difficult conversation in a project
    environment
  • Final Q&A and Discussion: Addressing any outstanding
    questions or scenarios from the group.

 

upcoming sessions

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PMI PDUs

PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  WoW PS BA
PMP 0 7.0 0
PgMP 0 7.0 0
PfMP 0 7.0 0
PMI-ACP 0 7.0 0
PMI-SP 0 7.0 0
PMI-RMP 0 7.0 0
PMI-PBA 0 7.0 0

The three columns in the above table are Ways of Working, Power Skills & Business Acumen.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 7CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 1 RUs
  • CIPS Information Systems Professionals (ISPs) earn 7 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 7 Learning Credits