Every in-house delivery is unique and adapted to the needs of your delegates and organisation, however, a typical course might look something like this:
1) Different types of challenging conversations
- What makes some conversations challenging?
- Identifying the different types of tricky conversations and how to manage each type
- Dealing with difficult attitudes
- Identifying ‘what people do’ rather than ‘what people are’
- The differences in challenging conversations with employees and colleagues
2) Communication skills during challenging conversations
- The role of words, tone and body language
- Responding to what’s not being said
- Identify your own trigger points and how to manage these
- How to gain the other person’s attention / buy-in
3) Handling challenging emotions
- Five communication styles and which ones are used in different situations
- Emotional intelligence –being aware of how you react under pressure and being able to modify your behaviour accordingly
- Using a solution-focussed approach
4) Preparing for your own challenging conversation
- Questions to consider before you have a challenging conversation
- Anticipating the other person’s responses and how you’ll respond
- How to achieve a successful outcome
- Handling tricky conversations on the phone
5) Using the skills
- Skills practice using work-based scenarios
- Extended Action planning – preparing for your own tricky conversation