Managing Difficult Conversations

We all have to face difficult conversations at times, whether its with customers, colleagues, staff, stakeholders or your manager. What can make all the difference is how people manage the conversation.

This workshop provides practical solutions to help you to develop coping and managing strategies to defuse unpleasant situations, negotiate calm and feel better about your relationship with the person with whom you’re having the difficult conversation.

Whether you’re the person initiating the conversation or you’re on the receiving end, this workshop provides a range of strategies both inside and outside the workplace, whether face to face or on the telephone.

•     Recognise and manage 17 types of difficult behaviour
•     Learn how to deal with criticism from others
•     Discover how to give difficult feedback
•     The ten commandments of confrontation
•     Adopt an assertive approach without being aggressive or submissive.
•     Organisational benefit
•     Delegates will be able to handle difficult conversations more effectively so that they can enhance their overall performance at work and deliver improved results to the organisation.