Suzhou Member Training: Handling Difficult Conversations (Chinese Session)

Identifying key difficult conversation situations
1.Opening discussion: what are some of the difficult conversations you face at work
2.Case 1: Typical cross-department difficult conversation
3.Why many cross-department conversations are never communicated effectively
4.How to foster productive disagreement without deteriorating into harmful conflict

7 steps to effective cross-department conversations
1.Establish a common objective or goal
2.Present the facts
3.Look for the positives
4.Address mutual concerns
5.Seek innovative, win-win solutions
6.Understand each other’s feelings
7.Mapping the next steps

Listening with Clarity
1.Level 1 listening: listening to your own thoughts and feelings
2.Level 2 listening: asking clarifying questions and summarising their key points
3.Level 3 listening: listening for their thoughts and feelings

Giving Constructive Feedback and Obtaining Support from Others
1.Phrase your message so your team member finds your message more acceptable
2.Developmental vs. evaluative feedback
3.Watch out for non-verbal feedback from your team member

Role play 
1.Using the 7 steps to deal with difficult cross-department conversations
2.Can you listen to what is NOT said?
3.Giving feedback and gaining support from others

Department Managers

• All registrations shall be made online before the session. For full-day sessions, payment also shall be made before the session.
• For half-day sessions, AmCham Shanghai members are eligible to attend free of charge with Training Credit*; AmCham Shanghai members without Training Credit are eligible to attend at “Member Rate”; Employees who work at AmCham Shanghai member companies are eligible to attend at "Employee Rate".
• For full-day sessions, AmCham Shanghai members are eligible to attend at “Member Rate”; Employees who work at AmCham Shanghai member companies are eligible to attend at “Employee Rate”; Non-members are eligible to attend at “Non-Member Rate”.
• Limited spaces are available and attendance will be given on a first-come, first-served basis.
• Members please bring your membership card and non-members bring your business card upon check-in at the training session.

• This session requires confirmation of attendance in advance. If you attend this session without prior registration, you will be charged an RMB50 "walk-in" fee as member and RMB100 as employee.
• Cancellation: If you need to cancel your registration for a half-day session, please notify Kelly Deng at (86 21) 6279 7119 ext. 4580 or email Kelly.deng@amcham-shanghai.org no less than 24 hours in advance. If you need to cancel your registration for a full-day session, please notify Kelly Deng at least two weeks prior to the session for a full refund. Cancellation made within two weeks before the session will not be refundable.
• To ensure that you have a seat, please come to the session on time. Open seats will be released to other guests 15 minutes after the session starts.

As an extra offer to all AmCham Shanghai members, each member will be granted with ONE Training Credit with their valid membership term. Members are able to use the Training Credit to register for the training session they are interested in, free of charge. The Training Credit can only be used by the member him/herself. The Training Credit is not transferrable or refundable for cash.