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Introduction to the course
Do you have to deal with difficult personalities and behaviours? Most colleagues and team members are reasonable and co-operative but occasionally we must deal with more difficult and demanding professional relationships! Difficult behaviour absorbs lots of our time and drains our energy. Also, the overall performance of our organisation often suffers as a result. It is therefore essential that difficult behaviour is addressed and dealt with efficiently and effectively.
Handling difficult conversations well can put a stop to poor team performance, financial misunderstandings, and plain old unrealistic client expectations before they become issues that put your objectives at serious risk. But even the most experienced leaders can feel nervous about having a difficult conversation. They’re awkward and it can be hard to know what to say and how to say it.
This Managing Successful Conversations training course strikes a fine balance between being professionally kind and being blunt enough to get your point across. Being able to handle a difficult conversation successfully can not only transform your leadership into something more manageable but also more engaging for everyone. In this course we will explore the five simple steps for handling difficult conversation successfully
This training course will highlight:
- Turning difficult people into motivated productive team members
- Stopping individuals demotivating the rest of the team and work towards achieving a harmonious environment
- Reduce the number of negative and aggressive situations
- Adapt your communication style to suit different behaviours
- Create an environment that is friendly, supportive, and successful
Course details
By the end of this training seminar, you will be able to:
- Analyse and identify what leads to difficult behaviour
- Diffuse explosive aggressive behaviour
- Assess own behavioural style
- Deliver effective feedback
- Reduce future difficult behaviour
- Gain confidence dealing with difficult people
This training course will use the latest thinking in adult learning principles including experiential exercises, self-assessments, video dramatizations, skill-based practices, case studies, and group discussion. The emphasis will be on applying good practice; all activities will focus on Managing Successful Conversations.
- Increased productivity as poor performance will be dealt with successfully
- Greater customer loyalty through clear expectations
- More time and energy released via a more harmonious environment
- Smoother operations through reduced negativity
- More effective employee engagement
- Employee engagement, retention, and future sustainability
- Enhanced performance and results through engagement
- Improved customer expectations will improve outcomes
- Less negativity, more positive thinking
- Stronger relationships between management and staff builds corporate loyalty
- Improved performance through increased feedback
- Less problem solving, more solutions
This training course is suitable to a wide range of professionals but will especially benefit:
- HR Managers dealing with difficult conversations
- Those wishing to improve their relationship and communication skills
- Team Leaders interested in further developing their management skills
- Managers/Heads who need to develop communication techniques when dealing with poor performance situations
Daily Agenda
DAY 1:
What is the Problem?
- What is the Iceberg effect?
- The Eight Reasons for Conflict
- Conflict Resolution
- The IBR approach
- Assertive Communication
- Communication Self-Assessment
DAY 2:
Plan, Prepare and Set Objectives
- Plan constructively and establish clear objectives
- Prepare, deliver and deal with difficult conversations
- Getting the right mind set overcoming the need to be liked
- Unlock the psychology of difficult conversations
- Learn to break habits and exit comfort zones
- How to maintain composure and control
DAY 3:
Attitude and Communication Style
- Know how to deal with ‘hard’ and ‘soft’ issues: behaviour: attitude: manner : manipulation
- How to face difficult conversations, head on
- Explore confrontation risks and benefits
- Ways to avoid aggression and defensiveness
- Pinpoint the most appropriate conversation: style : tone : ego state : language
- Build a skill-base to tackle difficult conversations confidently
- Systematic approaches and models to lower emotional temperature
DAY 4:
Maximising Outcomes
- Practical tools and techniques to maximise outcomes
- Questioning tips
- Interaction strategies
- Opening lines
- De-escalation techniques
- Mirroring strategies
- Communication and response skills
- Handling defensive feelings
DAY 5:
Specific Conversations
- How to handle difficult conversations with confidence:
- Underperformance
- Delivering criticism
- Giving bad news
- Having to say ‘no’
- Dismissal
Professional certificate & Accreditation
Learn the tools and technique to manage successful conversation for enhanced performance and better employee engagement, through this training course.
Frequently Asked Questions
There are no prerequisites. Our courses are open to students of all backgrounds who are 18 years of age and older. All courses are conducted in English. Video lectures include English subtitles and the option to slow-down, pause, or replay lectures for better retention. Discussion boards are a critical component of each of our courses; therefore, we suggest students have a conversational knowledge of English when pursuing a Certificate of Completion. For any of the art writing courses, students need to be 100% proficient in written English.
You should have an up-to-date web browser such as: Chrome, Safari, Firefox, or Internet Explorer. For more detailed information, please see the guides for supported browsers and basic computer specifications. Our Online Courses can be accessed on a mobile or tablet device, although we strongly encourage you to have access to a desktop or laptop computer and reliable internet connection for certain course components. Former students have told us it is easiest to read discussion threads and complete written assignments on a laptop or desktop computer.
Registration is available on our website. Just follow these simple steps: Click the “Apply Now” button in the top right corner of your screen. Select “Online Courses.” Choose your course(s). You will be asked for basic contact information and your credit card payment. We require full payment at the time of registration and all tuition is billed in US dollars. Be sure to check with your bank or credit card company, as your financial institution may charge a foreign transaction fee.
Our classes are kept small, at no more than 30 students, to better facilitate and encourage personalized interaction with the instructor and fellow participants. Your classmates come from all over the globe and contribute their global perspectives and experience. Some are currently working within the arts while others are just beginning. All classmates share in their passion for the art world.
It is recommended that you begin your course promptly. If you do need to start the course a few days late, contact your instructor as soon as possible after the course has opened to discuss your options. Registration closes on the Friday after the course begins.
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Course customization available
Course customization available
This training course is available to be conducted at your own pace & at your own time. Request for a quotation now and our training advisor will contact you shortly
