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Difficult Conversations

Enrol on this course

Price: £300.00

Who simply MUST attend?

  • This is for any team member not just receptionists.

    What is this course about?
  • Delegates will use this day to explore a range of challenging conversations, the course will consider general principles and skills before narrowing in on some specific cases. The aim would be to be for the day to be discussion based, allowing the participants to explore specific issues or types of conversation that most challenge them.
  • The aim would be that between 50% and 70% of the time would be given to group discussion and exercises.

    Morning Session
  • General Principles
  • Feelings are facts
  • Suspending Judgement
  • How conflict escalates
  • Thomas Kilmann Conflict Modes
  • Understanding the communication needs of different personality types
  • General Skills- The ACAS guide to challenging conversations
  • The skills of dialogue
  • The Art of Enabling
  • GROW

    Afternoon Session
  • Special Cases
  • Bereavement
  • Challenging conversations with colleagues
  • Playing referee. Assisting colleagues to overcome interpersonal challenges
  • Discussing money with clients
  • Boundaries and Signposting. Recognising when it is not your job and what to do next.

    Learning Outcomes
  • Gain an understanding and practice the techniques and skills which will enable you to deal more effectively with difficult conversations such as:
  • Bereavement
  • Challenging conversations with colleagues
  • Discussing money with clients
  • Build your confidence in having these conversations

    Additional Info

    Cost (inc. VAT): £300.00
    Trainer: Ian Harrison
    Date: 4 Jun 2019
    Start Time: TBA
    Duration: TBA
    Address: TBA

    Important Information: We have recently updated our Cancellation Policy. If you have any other questions please get in touch.