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Managing Difficult Conversations and Situations

This one-day workshop will help you to understand the human processes that lead to conflict situations and difficult conversations with staff and colleagues, perhaps around issues about attitude, time keeping or behaviour.  Such situations are invariably stressful. This day looks at how to devise new strategies to manage such conflict in the future.

This is a highly participative workshop and as such, delegates will be asked to draw strongly from their own experiences for the exercises, and to practise role-play scenarios of difficult conversations to emphasise the techniques taught throughout the day.


 Exploring Effective Communication

   Your communication style and it’s impact

  Handling emotionally charged conversations

  Aiming for a win win – the art of rapport

  Question and Listening Skills

 Tools and Techniques to manage difficult conversations

   Understanding the attack-defence cycle of confrontation

  Verbal and non verbal techniques to manage aggressive behaviour

  Understanding Conflict


  4 Stage model to facilitate reconciliation

  Role Play and Peer Feedback

 Action Plan

  What am I going to do within my work environment?





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