Learners participating in this course will be awarded 16 personal development hours.

Course Description: This course develops participants' capabilities in managing the interpersonal dynamics of leadership. Participants will master the art of giving and receiving feedback, learn to delegate effectively while maintaining accountability, develop conflict resolution skills, and build personal resilience through stress management techniques. Participants will gain confidence in handling the challenging conversations and situations that define successful leadership.

Giving & Receiving Feedback and Difficult Conversations

Overview: Master the critical skill of feedback by learning to deliver constructive input that drives performance, receive feedback with openness and maturity, and navigate difficult conversations with confidence and skill that strengthens rather than damages relationships.

The Power & Purpose of Feedback

• Defining feedback as any information you receive about yourself (what gets ranked, thanked, commented on, invited back or dropped)
• Understanding feedback types: direct/indirect, obvious/subtle, verbal/nonverbal, formal/informal
• Recognizing how power (formal role and informal influence) affects how others experience feedback
• Exploring the importance of feedback in management and leadership for growth, learning, and continuous improvement
• Applying the ideal 5:1 positive-to-negative feedback ratio to maintain motivation while addressing development needs

Giving Effective Feedback

• Using the DESC model (Describe-Express-Specify-Consequences) to structure clear, specific, and actionable feedback
• Focusing feedback on observable behaviors and measurable outcomes rather than personality traits or assumptions
• Leveraging appropriate verbal and nonverbal communication to ensure positive and constructive feedback lands effectively
• Emphasizing shared goals and framing feedback around growth, learning, and improvement rather than punishment
• Creating two-way dialogue through curiosity, active listening, and collaborative action planning

Receiving Feedback with Grace & Growth Mindset

• Using the Johari Window model to expand self-awareness and reduce blind spots through feedback
• Seeking productive feedback by identifying specific topics, selecting appropriate people (loving critics with trust and exposure), and using clear language
• Applying the 3R Model: Receive (understand without defensiveness), Reflect (identify triggers and learning), Respond (acknowledge and take action)
• Understanding your feedback triggers (Truth, Relationship, Identity) and how they affect your ability to learn from feedback
• Recognizing personal defensiveness tendencies and implementing strategies to remain open and receptive

Preparing for Difficult Conversations

• Identifying what makes conversations difficult for you, for the other individual, or for both parties
• Performing a self-accountability check: Have I been clear? Have I asked how I can help? Have I built a plan of action?
• Cultivating curiosity and humility by considering how you might be contributing to the problem
• Gathering facts, documentation, and specific examples to support your concerns objectively
• Planning conversation structure around shared goals, focusing on purpose rather than punishment

Conducting Difficult Conversations

• Focusing on purpose by providing specific examples to illustrate bigger picture with overarching goal to grow, learn, and improve
• Emphasizing shared goals to create alignment and collaborative problem-solving
• Embracing curiosity by avoiding assumptions and asking questions that refocus attention on understanding
• Collaboratively developing action plans by inviting input: 'What do you think are appropriate next steps?'
• Summarizing what was said, what was heard, checking for understanding, and confirming next steps

Addressing Performance Issues

• Recognizing signs of escalation (when heat starts turning up) and implementing de-escalation strategies to calm situations
• Understanding factors that lead conversations to escalate and practicing prevention techniques
• Moving from escalation to productive discussion through strategic de-escalation approaches
• Documenting performance concerns with specific examples, dates, and impact on team or organization
• Creating performance improvement plans with clear expectations, support resources, and timeline for follow-up

Delegation & Accountability

Overview: Learn to multiply your impact through effective delegation while building team capability and maintaining clear accountability that drives results without micromanagement.

Understanding Delegation as a Leadership Tool

• Recognizing delegation as essential for supervisor effectiveness, team development, and organizational capacity
• Identifying common barriers to delegation: perfectionism, lack of trust, time constraints, and guilt
• Distinguishing between tasks you must do personally vs. tasks that should be delegated for growth
• Understanding the long-term ROI of delegation: initial time investment yields ongoing capacity building

Deciding What, When & How to Delegate

• Assessing tasks for delegation readiness: routine, developmental, specialized, or strategic
• Matching tasks to team member skills, interests, development goals, and current workload
• Determining appropriate level of authority: recommend, inform, decide with approval, or decide independently
• Timing delegation appropriately based on urgency, complexity, and team member availability

The Delegation Conversation

• Clearly communicating task purpose, desired outcomes, and connection to bigger picture
• Specifying parameters: deadlines, budget, authority level, quality standards, and constraints
• Providing necessary context, resources, and access to information or people
• Establishing checkpoints and communication expectations without micromanaging
• Confirming understanding by having the team member summarize the assignment and approach

Supporting Without Micromanaging

• Remaining available for questions and removing obstacles while allowing autonomy in execution
• Providing coaching and guidance when requested rather than taking tasks back
• Allowing team members to learn from mistakes within acceptable risk parameters
• Resisting urge to intervene or redo work unless quality, safety, or reputation is at serious risk

Building a Culture of Accountability

• Defining accountability as ownership of outcomes, not just completion of tasks
• Setting clear expectations using SMART criteria: Specific, Measurable, Achievable, Relevant, Time-bound
• Modeling personal accountability by meeting your own commitments and acknowledging mistakes
• Creating systems for tracking commitments, progress, and outcomes transparently

Following Up & Holding People Accountable

• Conducting regular check-ins to review progress, address challenges, and adjust plans
• Addressing missed commitments promptly with curiosity about root causes before jumping to conclusions
• Balancing support with accountability: helping remove barriers while maintaining ownership expectations
• Recognizing and celebrating when commitments are met to reinforce accountability culture
• Implementing progressive consequences when accountability lapses become patterns

Developing Team Members Through Delegation

• Using delegation as a deliberate development strategy to build new skills and confidence
• Providing stretch assignments that challenge team members slightly beyond current capability
• Debriefing delegated work to extract learning: what worked, what didn't, what would you do differently
• Gradually increasing delegation complexity and authority as competence and confidence grow

Conflict Management

Overview: Develop the skills to recognize, address, and resolve workplace conflicts constructively, transforming potential disruptions into opportunities for improved understanding, stronger relationships, and better outcomes.

Understanding Conflict: Sources, Types & Dynamics

• Recognizing common sources of workplace conflict: resources, goals, values, personalities, and communication breakdowns
• Distinguishing between task conflict (about work) and relationship conflict (about people)
• Understanding conflict escalation patterns and early warning signs before situations deteriorate
• Recognizing that healthy conflict can drive innovation, surface issues, and improve decision-making

Conflict Resolution Styles & When to Use Them

• Understanding five conflict management styles: avoiding, accommodating, competing, compromising, and collaborating
• Identifying your default conflict style and recognizing when it serves you well or limits effectiveness
• Matching conflict approach to situation based on relationship importance, issue importance, and time constraints
• Recognizing when to avoid conflict temporarily vs. when avoidance allows problems to fester

Addressing Conflict Directly & Constructively

• Intervening early when you observe conflict rather than waiting for escalation or complaints
• Using DESC script (Describe-Express-Specify-Consequences) to address conflicts assertively
• Focusing on interests and needs rather than positions to find common ground
• Separating people from problems to maintain relationships while addressing issues directly
• Managing your own emotional responses to remain calm, objective, and solution-focused

Mediating Conflicts Between Team Members

• Determining when to mediate vs. when to let team members resolve issues independently
• Creating a safe environment for dialogue: private setting, ground rules, and neutral facilitation
• Helping parties articulate their perspectives, feelings, and needs without blame or judgment
• Encouraging direct communication between parties rather than allowing triangulation through you
• Facilitating collaborative problem-solving to generate mutually acceptable solutions

Difficult Personalities & Challenging Behaviors

• Recognizing common difficult personality patterns: aggressive, passive-aggressive, resistant, or negativity
• Setting and maintaining clear boundaries on acceptable workplace behavior
• Addressing problematic behaviors directly and specifically rather than tolerating or avoiding
• Documenting patterns of concerning behavior and involving HR when situations warrant additional support

Building Conflict Competence in Your Team

• Establishing team norms that encourage direct, respectful communication and early issue resolution
• Modeling effective conflict management through your own behavior and reactions
• Teaching team members conflict resolution skills and encouraging peer-to-peer resolution
• Creating psychological safety where disagreement is welcomed and different viewpoints are valued
• Celebrating successful conflict resolution and learning from conflicts to prevent recurrence

Stress Management

Overview: Build personal resilience and support team well-being by understanding stress dynamics, implementing evidence-based coping strategies, and creating a work environment that promotes sustainable high performance without burnout. 

Understanding Stress: Sources, Signs & Impact

• Distinguishing between healthy pressure that drives performance and chronic stress that impairs functioning
• Recognizing common workplace stressors: workload, ambiguity, change, conflict, and lack of control
• Identifying physical, emotional, cognitive, and behavioral signs of stress in yourself and others
• Understanding the cumulative impact of stress on health, relationships, decision-making, and performance

Personal Stress Management Strategies

• Identifying your personal stress triggers and early warning signs to enable proactive intervention
• Practicing mindfulness and grounding techniques to manage in-the-moment stress responses
• Using cognitive reframing to challenge unhelpful thought patterns and maintain perspective
• Establishing healthy boundaries between work and personal life to protect recovery time
• Building physical resilience through regular exercise, adequate sleep, and nutrition

Time Management & Prioritization

• Using prioritization frameworks (urgent/important matrix) to focus energy on highest-impact activities
• Learning to say no or negotiate deadlines when workload becomes unsustainable
• Breaking large projects into manageable tasks to reduce overwhelm and create sense of progress
• Scheduling focused work time and protecting it from interruptions and competing demands
• Building buffer time into schedules to accommodate unexpected issues without constant crisis mode

Building Resilience & Coping Capacity

• Developing growth mindset to view challenges as opportunities for learning rather than threats
• Cultivating social support networks at work and in personal life for emotional and practical support
• Practicing self-compassion rather than harsh self-criticism when mistakes occur or goals aren't met
• Finding meaning and purpose in work to sustain motivation during difficult periods
• Maintaining perspective by regularly reflecting on accomplishments and progress

Recognizing & Supporting Team Member Stress

• Observing changes in behavior, performance, or demeanor that may signal stress or burnout
• Initiating supportive conversations with genuine concern and without judgment
• Listening actively to understand stressors and collaborating on solutions within your control
• Connecting team members with appropriate resources: EAP, HR, flexibility options, or workload adjustments
• Following up regularly to monitor well-being and demonstrate ongoing support

Creating a Psychologically Healthy Work Environment

• Providing clear role expectations, adequate resources, and appropriate autonomy to reduce stress
• Recognizing and celebrating achievements to maintain morale during demanding periods
• Encouraging sustainable work practices: breaks, vacation usage, and reasonable working hours
• Modeling healthy stress management and work-life balance through your own behavior
• Creating psychological safety where team members feel comfortable discussing stress without stigma

Managing Change & Uncertainty

• Understanding the stress that organizational change creates and the change curve (denial, resistance, exploration, commitment)
• Communicating transparently about changes, even when all answers aren't yet available
• Focusing on what you can control while accepting uncertainty in areas beyond your influence
• Maintaining stability in other areas when significant changes are occurring to prevent overwhelming stress

Course 2 Outcomes

By the end of Course 2 participants will be able to:

• Deliver specific, timely feedback using structured frameworks that promote growth and strengthen performance
• Receive feedback openly and create personal development plans based on input from multiple sources
• Navigate difficult conversations with confidence using preparation strategies and communication techniques that preserve relationships
• Delegate tasks effectively by matching assignments to team member capabilities and providing appropriate levels of support
• Establish clear accountability through SMART goals, regular check-ins, and constructive follow-through on commitments
• Identify sources and types of conflict and apply appropriate resolution strategies based on the situation and parties involved
• Mediate team conflicts using interest-based approaches that address root causes and build collaborative solutions
• Recognize personal stress triggers and implement evidence-based techniques to maintain resilience and well-being
• Support team members experiencing stress by creating psychologically safe environments and connecting them with appropriate resources

For any administrative needs please contact us at:

573-341-6148

cec.stl@mst.edu