Managing Difficult Conversations

Due to the impact of Coronavirus, our Advanced Report Writing' training course, can also be delivered to groups via live webinar, or delivered as an eLearning module.Contact the Training South West team to discuss further.

Aims of the course

Having the right approach and mentality when dealing with difficult conversations is a valued skill in any workplace. This course will equip you with the principles and know-how to approach difficult conversations with confidence. You will cover essential topics such as the spiral of conflict, emotional triggers, the role of language, self-awareness, assumptions and intentions, managing aggression, active listening and driving productive outcomes.

You will also cover techniques and strategies to ensure you approach difficult conversations in a way that de-escalates potential issues and which promotes trust with the other person.

Who will benefit from attending?

All staff with a need to manage difficult conversations – such as staff appraisals, customer service, customer complaints, debt collection etc.
  • Ref Nr:
  • Experience Level:
  • Group:
    Main Group

Participants will learn to:

  • Prepare effectively for difficult conversations
  • Leave assumptions at the door
  • Communicate effectively, confidently and clearly
  • Elicit the needs of the other person in the conversation
  • Build trust and influence outcomes
  • Avoid an escalation of issues
  • Use an approach that drives positive outcomes

Key topics covered:

  • Understand best practices
  • Gain an awareness of one’s own approach to managing challenging conversations
  • Explore the role of ‘self’ in any interaction
  • Recognise and manage one's emotional state
  • Recognise and manage procrastination
  • Plan and manage difficult conversations
  • Structure conversation openers effectively
  • Explore different techniques to meet an individual’s needs during the conversation
  • Gain strategies to ensure things aren’t taken to heart and that professional distance is maintained
  • Use assertiveness to respond to difficult situations – saying no; disagreeing and negotiating
  • Maintaining relationships and turning 'challenges' into positives
  • Responding to difficult messages on social media

What's included?

The majority of our courses are customised and delivered in house. Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people. This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.

Our South West training teams cover Dorset, Devon, Cornwall, Somerset and Wiltshire. Whether you're in Exeter, Bath, Bristol, Taunton or Salisbury, we have experts trainers at the ready to deliver high impact training to your staff. 

Contact us to discuss further. 

Contact Us

Call: 0330 027 0207

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