Handling Difficult Conversations

COURSE OVERVIEW

This session has been designed to provide you with the practical tools to handle difficult conversations. We will be looking at the way in which we need to prepare for conversations, what we can do during conversations to steer the discussion and what we can do at the end to ensure buy-in from the other person.

COURSE CONTENT

• What makes a conversation ‘difficult’?
• The main elements of a difficult conversation
• Creating the parameters for the conversation
• Active listening techniques
• Managing ‘challenging’ responses.
• When difficult conversations go wrong – how to get de-railed conversations back on track

CERTIFICATION

Attendance Certificate