What will delegates learn?

By the end of the Handling Challenging Conversations course delegates will have learned how to:

  • Set clear expectations
  • Handle difficult attitudes
  • Confidently have difficult conversations with staff and colleagues
  • Select the appropriate feedback tools
  • Identify how to remain assertive and in ‘adult’ mode
  • Spot what happens when your buttons are pressed and how to manage this
  • Increase emotional intelligence
  • Ensure the conversation is constructive
  • Manage resistance from the other person
  • Handle tricky conversations on the phone and face to face
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