MAPS Difficult Conversations, Positive Outcomes

Course Overview

Course Description

No matter how competent we are at communicating, we all have conversations that cause anxiety and frustration.  In these situations it is easy to become defensive, to lose our temper, or to become confrontational.  Gain techniques for more productive communication and problem solving, including a step-by-step approach for holding your toughest conversations with less stress and more success.

Intended Audience

This course is designed for anyone who encounters difficult conversations in their professional lives, particularly leaders, supervisors, and HR personnel.

Learning Outcomes

By the end of this course, you will be able to:

• Focus on outcomes and goals to keep the conversation going
• Recognize defensive patterns and how to work around them
• Discover techniques which lead to resolution 
• Reduce the anxiety over difficult conversations

Course Materials

Course materials will be provided in class.

Instructor

Brian Cole Miller has nearly 40 years of consulting, coaching and training experience. He holds a master’s degree in Human Resources Development and a bachelor’s degree in Economics. He is an internationally recognized expert in teambuilding and team dynamics, and has spoken throughout the USA, Canada, and as far away as Thailand and South Korea. VISA chose him to be their HR spokesperson for a recent web based small-business development campaign.

As an adjunct speaker at Ohio State University’s John Glenn College of Public Affairs, Brian delivers powerful training and education programs that consistently earn him top scores from his students as well as his peers. 

 Brian works successfully with all types of client organizations: military (USAF), unions (Communication Workers of America), education (City College of San Francisco), not-for-profits (American Red Cross), governments (City of Kennebunk, ME), law enforcement (Ohio State Highway Patrol), insurance (Nationwide Insurance), construction (K. Havnanian Homes), finance (Candian Imperial Bank of Commerce), retail (Eddie Bauer), and many more.

He has authored six business books, including the “Keeping People Accountable for Results” and the bestseller “Quick Teambuilding Activities for Business Managers” which has sold over 100,000 copies. 

Brian is a Master MAGIC^® facilitator with over 25 years’ experience of the MAGIC of Customer Relations program. He has certified client facilitators around the country in the MAGIC of Customer Relations. 

Brian’s clients enjoy his humor, creativity and high energy. As one client said, “It’s obvious he measures his own success by our success!”

FAQ's

Follow these steps to make a cancellation:

1. Refer to your registration confirmation email
2. Scroll down to "Cancellation Policy"
3. Follow link in email
4. Enter the confirmation number from the registration email
5. At the top of the page, click on “Cancel Registration” button
6. Click Finish

Follow these steps to make a substitution: 

1. Refer to your registration confirmation email
2. Scroll down to "Substitutions"
3. Follow link in email
4. Enter the confirmation number from the registration email
5. At the top of the page, click on the “Substitute Registrant” button
6. Enter the name and email of the new registrant
7. Click Next
8. Click Confirm

Waitlist
What happens if I am on a waitlist for a course? You will receive an email confirming you have been added to a waitlist. If a spot becomes available, you will be notified by email.  

CEU and CPE Policy
Attendance in this course can earn:

• 0.6 Continuing Education Units (CEUs)
• 7.2 Continuing Professional Education Units (CPEs)

Attendance is recorded at check-in at the start of the day, and full CEU or CPE credit is awarded based on an honor system, with the expectation that participants are present and actively engaged for the full MAPS course.

Course Certificate
Your course certificate will be emailed to you following the course. It will reflect your Continuing Education Units (CEUs) and Continuing Professional Education Units (CPEs) earned and your attendance of the course. 

Photography
The Ohio State University may occasionally take pictures during educational events for use in program communication. If you do not want to be photographed during this course, please email the MAPS team at glenn-training@osu.edu.

MAPS Membership 
A MAPS member receives a discounted rate of $250 for each course with the initial purchase of at least 12 credits. Each credit equals one course for one individual.

To inquire about becoming a MAPS member, please fill out the MAPS Membership Form. A Glenn College Professional Development team member will reach out to you.

Questions or want to learn more?