Description

Learn the skills, knowledge and have the confidence to tackle difficult conversations in a productive way.

Course overview

Duration: 1 day (6.5 hours)

Do you worry about how to give negative feedback or deal with performance issues? Are you concerned about giving bad news? This workshop is designed to give you the skills, knowledge and confidence to tackle these scenarios in a productive way.

If you are a people manager, team leader or supervisor looking to make those challenging conversations less stressful and more effective, this workshop is for you.

Lots of practical sessions will ensure you have the opportunity to relate your learning to your real life work situations.

The one day session will use professional actors in the afternoon so that you can practice handling real-life challenging conversations.

Objectives

By the end of the course you will be able to:

Deal with a wide range of challenging conversations

Describe the preferred behavioural style for giving feedback

State the most appropriate influencing technique to use in your situations

Explain how to give successful constructive feedback

Content

What are challenging conversations

What type of challenging conversations occur?

Why do we find them challenging?

Communication

Practical exercise to demonstrate and act as a refresher of the fundamentals of communication

Barriers to communication especially in a difficult discussion

Choosing the right behavioural style

Refresher of assertiveness and why it is important in this context

Practical exercise demonstrating how behaviour breeds behaviour, and the impact of choosing an inappropriate style

Steps to using assertive behaviour

Influencing

Cialdini’s model for influence

How to use influencing techniques in handling challenging conversations

Practical application

Feedback

Understanding feedback – positive vs. negative

Using the ABCBC model for feedback

Using the basics of emotional intelligence to give effective feedback

Practical application

Practical Activities

Professional actors will work with you in small groups in the afternoon to practice real-life challenging conversations.

Course Images

Handling challenging conversations

By Underscore Group

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Description

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