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Managing Difficult Conversations
"Managing difficult conversations is a powerful, focused half day workshop that, literally, gets to the heart of managing and successfully resolving difficult conversations. This course is for any group of employees who have to engage with customers or clients and want to be more confident in dealing with these interactions.
It explores interactively and enjoyably how people can steer a difficult conversation to a shared story using clear, simple techniques, such as:
- Right place, right time
- Open body language
- Framing the story
- Shared Future goals
- Positive and clear language
- Active listening
- Facts and feelings not judgements
Our Training Portfolio
- Bespoke
- Communication Skills
- Complaints Management
- Conflict Resolution
- Customer Experience
- Enterprise and Employability
- Equalities and Diversity
- Health and Safety
- Leadership Development
- Organisational Development
- Risk Management
- Social Care and Health
- Social Media
- Team Building
- Young People and Families
