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Dealing with Difficult Conversations
Face to face public schedule & onsite training now available. Restaurant lunch included at STL venues.
- 1 day Instructor-led workshop
Who is this course for?
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.
BenefitsParticipants will leave with a better understanding of their personal communication style and how to adapt their style to ensure a difficult message lands. They will learn new techniques to deal with pushback, to influence and persuade effectively, and to show empathy. After the course participants can use their new skills to not only avoid miscommunication, but also to build stronger relationships.
Understanding your personal communication style
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
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
Adapting communication style as required
Ensuring your message is perceived as intended
Phrasing your message appropriately
Influence and persuasion
Recognising your hot buttons
Dealing with difficult situations
Dealing with negative or aggressive behaviour
What you get
"What do I get on the day?"
Training is held in our modern, comfortable, air-conditioned suites.
Lunch is provided at a local restaurant or pub. Browse the sample menus:
Breaks and timing
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Joining information (how to get to our venues)
Available throughout the day:
- Hot beverages
- Clean, filtered water