Dealing with Difficult Conversations

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.

Benefits

Participants 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

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

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch

Lunch is provided at a local restaurant or pub. Browse the sample menus:

• Bloomsbury
• Limehouse
• Southwark

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)

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered by qualified trainers online.