Managing Difficult Conversations

Difficult conversations within the workplace are a reality for most people today – especially those who work in HR, Management and client facing roles. Whether it’s an employee appraisal, a disciplinary procedure, resolving employee conflicts or handling a sensitive customer service issue – this workshop will equip your team with the communication skills required to masterfully manage even the most difficult conversations with greater authority, empathy and control.

Through this workshop participants will:

• Become more confident when dealing with stressful situations.
• Learn how to stay in control in highly charged scenarios.
• Understand the mind / body connection and its role in communication.
• Understand the importance of boundaries and structure.
• Understand the importance of empathy when delivering bad news.
• Learn the impact of Grounding & Breath Control on Stress Management.
• Understand the role of emotions in stressful situations
• Learn active listening techniques
• Learn how to build rapport with your audience

ROLEPLAYING WITH PROFESSIONAL ACTORS

To bring real-world scenarios to life, upon request we can incorporate role-playing exercises with professional actors where participants can apply their newly acquired communication skills – with ongoing guidance and feedback from our Senior Tutor.