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Project Overview
This learning experience was designed to help Customer Project Managers navigate high-stakes conversations that can impact project delivery, stakeholder relationships, and customer satisfaction. In complex delivery environments, project managers frequently encounter situations where emotions run high, opinions differ, and decisions can directly influence project outcomes.
The course provides practical communication strategies that help project managers guide difficult discussions toward productive outcomes. Learners explore how to recognize when a conversation becomes critical, manage emotional dynamics, maintain focus on shared goals, and move discussions toward fact-based solutions.
Design Process
I designed this microlearning experience to address a common challenge in project leadership: managing difficult conversations while maintaining collaboration and professionalism. The content focuses on helping learners recognize the signals of a crucial conversation and respond with structured communication techniques.
The learning flow introduces key concepts such as emotional intelligence, framing discussions around shared objectives, active listening, and clarifying misunderstandings before responding. These principles are reinforced through concise explanations and visual frameworks that guide learners through the behaviors needed to manage high-stakes discussions effectively.
Instructional Design Strategy
The course was intentionally designed as a short, focused microlearning experience that emphasizes practical application rather than theory. The instructional strategy combines clear instructional text with a supporting video that demonstrates how project managers can approach challenging conversations in a structured and professional way.
Key skills highlighted in the course include:
This approach allows learners to quickly understand the communication model and apply the techniques directly to real project situations.
Customer Project Managers responsible for leading customer delivery projects and coordinating cross-functional teams. These professionals frequently manage stakeholder discussions involving timelines, risks, expectations, and project outcomes.
Instructional Designer and eLearning Developer
A microlearning module developed for Cisco Customer Experience leadership training that equips Customer Project Managers with communication techniques for navigating high-stakes conversations. The course includes concise instructional content, visual frameworks, and a narrated video that demonstrates how to guide difficult discussions toward collaborative, fact-based solutions.
This short module demonstrates how Customer Project Managers can manage high-stakes conversations and guide teams toward productive outcomes.