Managing Difficult Conversations

This 1-day course will help people feel more confident when tackling difficult conversations with colleagues, volunteers, paid staff or service users.

Learning Outcomes
By the end of the course participants will:

• know the consequences of avoiding difficult conversations.
• have learned how to approach the conversation, how to start and end, and keep control throughout.
• have practised having difficult conversations in a supportive environment.
• take away an outline of conversations they may have as a result of the course.

Course Content

• What is a difficult conversation?
• The 'learning conversation' approach – having an open mind.
• Assertive communication: balancing firm, fair, open and direct.
• Why we avoid having difficult conversations.
• Nipping in the bud with a 'quiet word' to prevent escalation.
• Preparing for the difficult conversation.  How to begin. Core statements.
• Taking control and staying in control of the conversation.
• Handling our own and the other person's feelings.
• Ending the conversation - action planning and moving on.

If you would like to run this course in-house for a group of staff, please get in touch on 07733 268088. 
The course costs £650 to run for up to a maximum of 12 people.