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