Handling Difficult Conversations Course
The Handling Difficult Conversations course provides practical techniques for preparing for and managing conversations that may feel uncomfortable, sensitive or potentially confrontational.
Difficult conversations can arise for many reasons, including performance concerns, inappropriate behaviour, disagreements, missed expectations or problems within working relationships. Avoiding these conversations can allow relatively small issues to become more serious, while approaching them without adequate preparation can sometimes increase tension.
Participants will learn how to prepare for challenging discussions, communicate clearly and professionally, listen effectively and remain composed when emotions are involved. The course also explores how questioning, feedback, assertiveness and non-verbal communication can help participants reach a more constructive outcome.
The techniques are relevant to managers and team leaders but can also benefit anyone who needs to address sensitive or challenging issues with colleagues, customers or other workplace contacts.
Course Schedule
Half day
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9:30am - 1:00pm (UK Time)
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Online Live
£225 per delegate
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COURSE OBJECTIVES
Upon completing this course, participants will be able to:
- Identify and understand the characteristics of challenging individuals.
- Evaluate and enhance their own interpersonal skills.
- Acquire techniques for recognizing and influencing behavior, both in themselves and others.
- Develop the ability to maintain composure in challenging situations.
- Recognise how personal matters can impact job performance.
- Learn effective strategies for reducing conflicts.
COURSE CONTENT
1. Introduction and Course Objectives
2. Understanding Challenging Behaviour
- Recognising and Dealing with "Difficult" Individuals
- Exploring the Factors Behind Challenging Behaviour
- Fundamentals of Handling Conflict
3. Identifying Aggressive Behavioral Patterns
- Differentiating Levels of Aggression
- Investigating Primary Causes of Aggression
- Exploring Various Personality Types
4. Effective Communication Techniques
- Building Confidence in Communication
- Maintaining Composure in Stressful Situations
- Demonstrating Professionalism in Conversations
5. Essential Skills for Managing Conflict
- Enhancing Listening and Questioning Skills
- Giving and Receiving Constructive Feedback
- Developing Assertiveness Strategies
- Negotiating Realistic Solutions
- Understanding Verbal and Non-Verbal Communication
6. A Systematic Approach to Behavior Change
- Step-by-Step Techniques for Behaviour Modification
- Strategies for Remaining Calm in Challenging Situations
- Constructive Confrontation Techniques
- Motivating Team Members
7. Taking Responsibility for Handling Difficult Situations
- Anticipating and Preventing Challenging Scenarios
- Achieving Positive Conflict Resolution
- Creating a Problem-Solving Checklist
8. Action Planning
9. Course Review and Conclusion
Public Schedule
Private Virtual Training (Teams / Zoom)
Contact us for pricing
Private Onsite Training (at your offices)
Contact us for pricing
Note
All prices exclude VAT at 20%.
VAT registration number: 450 4347 14
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