Handling Difficult Conversations Confidently

Course Overview

This course is for anyone who struggles with difficult conversations in the workplace, whether about work-related performance, interpersonal skills, personal hygiene or other challenging topics. It provides delegates with a range of options for tackling difficult conversations at work in a professional and objective way, making sure that the point they want to get across is made clearly and confidently, whilst also taking into account how the message is received.

CPD Value 3 Hours

Course Locations

Handling Difficult Conversations Confidently - Half Day (pm) London
Handling Difficult Conversations Confidently - Half Day (pm) Manchester
Handling Difficult Conversations Confidently - Half Day (pm) Nottingham
Handling Difficult Conversations Confidently - Half Day (pm) Birmingham
Handling Difficult Conversations Confidently - Half Day (pm) Bristol
Handling Difficult Conversations Confidently - Half Day (pm) Edinburgh
Handling Difficult Conversations Confidently - Half Day (pm) Leeds

Related Courses

Here is a selection of courses that we think you might also be interested in.

Dealing with Difficult People
Call Centre - Achieving Best Practice
Advanced Customer Service for the Public Sector
Advanced Customer Service for the Tourism, Leisure and Hospitality Industry
Dealing with Incoming Calls Positively
Managing Difficult Staffing Situations
Managing Conflict
Masterclass in Handling Incoming Telephone Calls - Half Day (pm)
Self-Discipline and Emotional Control in the Workplace

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

13:45 – 14:00 Welcome and Course Objectives

14:00 – 14:30 What Makes a Conversation Difficult?

14:30 – 15:15 Social Styles and Communication Preferences

15:15 – 15:30 Coffee break

15:30 – 16:15 Typical Pitfalls and How to Overcome Them

16:15 – 16:45 Guide to Handling Challenging Conversations

16:45 – 17:00 Action Planning, Review and Close

Testimonials

Excellent course, delivered well. Good interaction with team.

Paul Newsholme, William G Search Ltd

Attended virtual course:

The course exceeded my expectations, thank you!

James Morris, X-on Health Ltd

Attended virtual session:

The trainer had an excellent professional manner whilst friendly and personable and delivering the information in an impressive engaging way.

William Taylor, Rowan International Ltd

Attended virtual training:

Ursula was an excellent trainer. There were only 3 of us on the course and she had asked us all what we wanted to get out of doing the course. I personally feel she met my needs and was able to help me with what I was after. I feel more confident having difficult conversations and will be able to use the techniques she has shown us in the workplace.

She was engaging and made us laugh, while getting across the information that we needed and drawing our attention to key bits.

Lucy Chirnside, Bulkhaul Limited

This was a very enjoyable and informative course. Candy's energetic and interesting presentation was agreat opportunity for our first tem meeting since lockdown.

Emma Sellick, Henry Riley LLP

Some great tools. thought-provoking discussions. Good to have more detail to add to the vague knowledge of mine!

Jennifer Milton, Bletchley Park Trust Limited

Very good course.

Emily Fullalove , Park Cake Bakeries

Really enjoyed the course and examples.

Liz Dawson , Park Cake Bakeries

Fantastic training, delivered with good engagement, humour and knowledge.

Tejinder Singh, Nishkam School Trust

Excellent delivery of training by Tracey, very informative!

Valvinder Kaur Sahotay, Nishkam School Trust

All in all a lovely course. Interesting and engaging. Lots of tips to help me with my new role and beyond.

Leann Tapp, Babcock International Group

Benefits

Better understanding of personality types and the best ways of communicating with others according to their preferences
Techniques for tackling difficult topics and the opportunity to practice in a safe environment
Insight into the mistakes most often made holding crucial conversations and how to avoid them
A step-by-step guide for handling challenging conversations