Managing Difficult Conversations Well

Course Overview :
This course is suitable for managers, supervisors and other staff whose work regularly involves them in conversations that are difficult or upsetting. This practical, participative workshop will allow discussion of those issues in a confidential and safe environment, where there will be an opportunity to try out different approaches and techniques with colleagues to get the best outcome.

Timing
Half a day or one full day.

Aims
This course will help managers and supervisors manage difficult conversations more effectively and with more confidence.

Learning Outcomes

To consider when and why difficult conversations arise.
To explore why we sometimes avoid engaging in difficult conversations.
Raise awareness of the personal issues and skills needed to manage difficult conversations well
Address specific topics. For example: bullying/harassment, hygiene, pay/benefits, performance issues (disciplinary/capability), equality & diversity
Common distancing techniques: how to recognise and overcome them.

Specific types of difficult conversations:

Breaking bad news
Dealing with anger
Responding to prejudice and discrimination.
To consider the choices we have about the boundaries of difficult conversations
Discover your personal blocks to giving tough feedback and practicing new behaviour
How to give constructive feedback
How to deal with emotional reactions during difficult conversations
Choosing a conflict resolution style that is more likely to achieve a successful outcome
To know when and where to seek advice

Methodology
A mixture of presentations, DVDs and exercises. Participants will learn about various tools and techniques and then have an opportunity to practice using them during the training.