Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £470 List price £650
This course is aimed at anyone who wants to improve how they handle difficult conversations and deliver tough messages. These difficult conversations may be focused around performance management, bad news, or be of a personal/sensitive nature. The course is suitable for those having difficult conversations with team members, senior managers, external customers or any other challenging stakeholders.
Understanding your personal communication style
Aggressive/passive characteristics
What is assertiveness?
Triggers and responses
Going deeper - understanding emotional intelligence
Feelings, perceptions and beliefs
Understanding your reactions under stress and conflict
Understanding transactional analysis
Building resilience
ABCDE technique for choosing your emotions
Communication styles and understanding others
Communication styles model
Identifying preferred styles
Recognising others' communication styles
Looking for and recognising communication cues
Empathy
Adapting communication style as required
Ensuring your message is perceived as intended
Phrasing your message appropriately
Influence and persuasion
Conflict management
Recognising your hot buttons
Dealing with difficult situations
Dealing with negative or aggressive behaviour
Arguably, the most experienced and highest motivated trainers.
Training is held in our modern, comfortable, air-conditioned suites.
A hot lunch is provided at local restaurants near our venues:
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Available throughout the day:
Regular breaks throughout the day.
Contains unit objectives, exercises and space to write notes
Your questions answered on our support forum.
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Expleo
Ashleigh Carr,
QA Lead
This is my 4th course with STL and each one has provided me with knowledge, skills and techniques useful to my role, and also roles I am aiming to progress towards.
Dealing with Difficult Conversations
Kinetic
Richard Owen,
Senior Technical Support Analyst
I really enjoyed the training and found it relevant to what I deal with on a daily basis. Phil was excellent throughout
Dealing with Difficult Conversations
Kinetic
Pip Kelly,
Customer Experience Manager
It would have been great to see an agenda for the day.
Even better if this was sent prior to the training.
The course covered much more than just difficult conversations so a bit more detail regarding this would have been great.
Perhaps more structure to follow throughout the day as the content was great.
Dealing with Difficult Conversations
| Next date | Location | Price |
|---|---|---|
| Fri 15 May | Online | £470 |
| Tue 16 Jun | Online | £495 |
| Thu 25 Jun | Limehouse | £495 |
| Thu 16 Jul | Online | £495 |
| Fri 24 Jul | Bloomsbury | £495 |
| Fri 14 Aug | Online | £495 |
And 25 more dates...
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Excellent
Duracell UK
Graham L
Presentation Skills
"Extremely helpful course. Well paced, never felt bored. No topic felt redundant. Andrew was extremely friendly and engaging. Good level of interaction between presenter and us. I definitely feel more confident after today. Would recommend it to anyone."
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Below are some extracts from our Dealing with Difficult Conversations manual.
What is a difficult conversation? Any conversation you are not looking forward to having Examples of difficult conversations at work • Addressing poor performance or conduct • Dealing with personal problems • Investigating complaints/deal with grievances • Comforting or reassuring someone -for example, if they are to be made redundant • Tackling personality clashes • Dealing with potentially delicate situations, such as turning down requests for annual leave or to work flexibly
What makes it difficult? • Having to manage emotions or information in a sensitive way • Having to persuade or negotiate with someone • Worrying about confrontation • Inadequate communication skills • Fear of the consequences • Having to tell someone something they don't want to hear
Behaviour Styles ANALYTICAL Focus on Facts Logical Analytical Deliberate Objective Systematic Likes facts and figures Task focused
DRIVER Focus on Action Practical and pragmatic Results orientated Translates ideas into action High standards Efficient
TEAM PLAYER Focus on Feelings People-oriented Empathic Insightful Persuasive Creates teamwork
INNOVATOR Focus on Ideas Visionary Innovative Creative problem solver Quick thinking Enthusiastic
Negative behaviours TEAM PLAYER Compliant Avoids conflict People pleaser Conforming
DRIVER Dominating Controlling Egotistical Little concern for others
INNOVATOR Impulsive Lacks discipline Defensive Easily bored
Communication style ANALYTICAL Lots of questions Likes options Sceptical Steady Likes bullet points
TEAM PLAYER Patient listener Relationship building Amiable Considerate
INNOVATOR Expressive Talkative Brainstorming Descriptive
What they need ANALYTICAL Support with time to process information Provide detail Be patient
TEAM PLAYER Warmth Trust Informal discussions
INNOVATOR Patient listener Interest in ideas Questions for clarity
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