Managing Difficult Conversations

This half-day course is designed to provide managers and Team leaders with the necessary knowledge and skills required to effectively manage difficult conversations and thereby prevent issues escalating.

It will empower managers and team leaders to confidently handle difficult conversations themselves but also to help them recognise when they should be escalated within the business.

Course content

• What makes a conversation difficult?
• The 5 step process to adopt when handling these conversations
• Effective communication
• Effective listening techniques and how to show you care
• Feeding back – Finishing on a positive

By attending this course, delegates will learn to:

• Handle difficult conversations effectively and maintain positive relationships in the workplace by focusing on the issue and not the person.
• Understand how to turn a negative situation into an opportunity to build trust, through brokering an agreed action plan and offering support.