Make a Breakthrough
Whether you are engaging with a difficult colleague, reviewing someone's performance, issuing a caution or dealing with customer service issues, challenging conversations are an inescapable aspect of our lives today. This programme can help you navigate these difficult scenarios to strive for more positive outcomes, whether online or face-to-face.
About the course
Few relish the prospect of sharing difficult messages but business is not always plain sailing, and having difficult conversations is an inevitable part of our working lives. Fears about what to say, how to deal with the other person’s response, and concern for the individuals impacted, can knock even the most experienced leader’s confidence.
This one-day programme will build your confidence in communicating negative or challenging messages and equip you with a better understanding of how to deliver the message, appreciate the use of empathy and ensure you identify the necessary skills to ensure better outcomes from difficult conversations, either online or face-to-face. You will have the opportunity to explore the situations you find challenging in a safe and supportive environment, and you will develop strategies and an Action Plan to support you into the future.
Find and Close Your Skills Gap
Get exactly what your team needs with a tailor-made Manage Challenging Conversations course. Co-created with you to help tackle your team's unique goals and challenges.
Request a callback to find out more about our tailor-made service and to discuss co-creating training solutions for your organisation.
Course content
Course content
- Types of difficult conversations; What types of messages require difficult conversations? What makes them challenging? What are the skills you need for this?
- Leadership styles and identifying your own leadership style
- Emotional intelligence; understanding yourself, relating to people, adapting to and coping with the immediate surroundings
- Empathy, empathetic language and the benefits of using it
- Communicating message online
- Effective communication, appropriate language and perception vs. reality
- Preparing for the conversation; clarity, objectives, consistency, preserving the relationship, choosing the right time & place
- Skills practice including role-plays
- Action plan: personal SWOT and goal setting
Who should attend
This programme is designed for anyone who would like to build their confidence and competence in managing difficult or challenging conversations.
Certification
A Certificate of Attendance can be supplied in soft-copy and/or hard-copy on request
Frequently Asked Questions
Do I need to prepare anything in advance?
No preparation is required for this course.
And if the course is in-person in the classroom?
In-classroom courses are paperless, so printed course notes will not be distributed to learners. Where possible we will share soft copies of notes with you ahead of the course session. However, you are welcome to use your laptop or tablet throughout the course and print notes that are shared with you by the trainer.
What does Live, Online training entail?
We use Zoom to run our live, interactive online sessions, and each class is secured with password access so only the registered participants can join. We ask you to keep your camera on if at all possible. You can join through any browser, or download and instal the free Zoom app from www.zoom.us
Let's Talk!
Contact us to find out more about any of our courses and what we can do for you.