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Overview
Dealing with difficult people or situations can be the most challenging aspect owners and managers need to handle. Often these are put in the ‘too hard to do pile’ and managers may put off the conversations they know they need to have. Following a simple step-by-step process to have these courageous conversations can help cut off any issues before they develop and ensure a win/win mentality.
Course Content
Half Day Session
- Active listening techniques including effective questioning
- Preparing for a difficult conversation
- Applying a framework for holding difficult conversations
- How to give feedback in a constructive way
- Managing the emotions of difficult conversations
- Building trust to have more effective difficult conversations
Full Day Session
As above plus:
- Case studies of typical difficult conversations
- Recognising, preventing and resolving conflict
- Developing an action plan of how you will move your difficult conversations forward
Recommended Reading
For further background information on the topics covered by this course, take a look at our recommended reading list.
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