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.
All staff with a need to manage difficult conversations – such as staff appraisals, customer service, customer complaints, debt collection etc.
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 £1,400 excluding VAT. This fee includes:
For groups of 20 people, this fee is equivalent to an individual investment of £70 per head.
Our South West training teams cover Dorset, Devon, Cornwall, Somerset, and Wiltshire. Whether you're in Exeter, Bath, Bristol, Taunton, or Salisbury, we have expert trainers at ready to deliver high-impact training to your staff.
Contact us to discuss further.