Difficult conversations and situations

Aim

This one day course provides you with practical and effective techniques to conduct and manage difficult conversations in the workplace. It is aimed at supervisors, managers and leaders but can be tailored for staff at any level.

Objective

Managers who avoid difficult conversations or handle them without appropriate skills risk undermining their own position and can lose credibility with staff. Understanding our own communication and operation styles is fundamental to managing “tricky” or sensitive situations in a way that will promote strong working relationships and enhance the client experience.

Participants must be willing to share personal experiences and be open minded to trying new ways of working. Some practical work will take place in order to bring the key concepts to life.

Content

What is a difficult situation?
o    Common triggers (people and events)
o    Signs that you may be finding the situation challenging

What is my default approach?
o    Features and impact of my preferred behavioural style/”conflict responses” model
o    Why there might be a more effective way to operate

Toolkit
o    Responses to Change (including a look at resilience)
o    Situational communication skills (incl. listening and questioning)
       - Effective language – assertive influencing
       - Non-verbal communication
o    Planning and preparation 
      - Structuring the conversation for best outcomes
o    Managing emotions (impromptu conversations)
o    Valuing the relationship

Personal action plan
o    Reflection and focused practice 

Review and close

NB: Our terms of business require that course fees are paid prior to attendance on the course.  No refunds can be given for cancellations less than 14 days before the course.  Prior to this a refund less a 20% administration charge will be given. Delegate substitution may be made up to the start of the course. We reserve the right to cancel courses should it be necessary to do so for reasons beyond our control. In which event the delegate will be placed on a future course or a full refund will be made.

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 - Benjamin Franklin

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We are authorised and regulated by the Financial Conduct Authority. Our registration number is FRN: 454736. You can check this by visiting www.fca.org.uk or by contacting the FCA on 0300 500 0597.

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