Having Difficult Conversations
Is this course for me?
If you have line management responsibility at any level and need to have one-to-one conversations exploring areas such as poor performance, inappropriate behaviour, or negative attitudes, then this course is for you.
The course includes advice on how to: identify situations that may be improved by having a 'difficult conversation'; recognise factors that cause situations to escalate; use key questions to prepare for the conversation; use a structured approach to conduct the conversation; identify ways to manage your emotions during a difficult encounter; explore the effects body language, tone of voice and language have on the situation; identify different ways to deal with defensive reactions.
At the end of the course you will be able to:
- Understand the need for 'difficult' conversations
- Conduct conversations using a structured approach
- Use a range of listening and questioning skills
- Describe a 3 stage process that can be used to defuse anger, calm someone down and move the situation forward.
There are currently no more dates scheduled for this academic year, to have your name put on a waiting list please email the OED team direct.
Next Steps: On completion of this course you may be interested in attending:
Last updated 17/01/13 (SP)