This one-day training course builds on the skills learned in Crucial Conversations and introduces a powerful set of new skills to resolve your most challenging accountability issues. It enables those who already have knowledge of crucial conversations skills to diagnose why someone keeps falling short of set expectations and then derive a plan that both motivates and enables the other person to successfully change his or her behaviors. These additional skills are perfect for crucial accountability discussions that seem resistant to dialogue skills alone.

This course is for you if you have been disappointed by others’ performance and want to be able to hold them accountable in a way that’s both firm and respectful. Or if you are tired of working in an environment where goals are set and assignments are given, and then people treat their assignments as rough guidelines rather than firm commitments. Or perhaps in your own work group failed deadlines are met with hostile looks and vague comments instead of honest, direct discussion. In short, if you want to learn how to hold others accountable, or as a leader you want to help create a culture where everyone speaks honestly, clearly, and respectfully about violated expectations, this course is your next logical choice.

Performance Objectives: Upon completion of this course you should be able to:

• Hold anyone accountable, regardless of position or personality.
• Begin ay performance discussion on the right foot, avoiding defensiveness and costly arguments.
• Diagnose the underlying causes of misaligned or bad behavior.
• Motivate without using power and enable without taking over.

Competencies covered in the course: Communication effectiveness

Intended Audience: Public sector employees at all levels of the organization, from leadership to frontline employees.

Prerequisites: Must have completed the course Crucial Conversations.