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.
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.
communication style and it’s impact
Handling emotionally charged conversations
Aiming for a win
win – the art of rapport
Question and Listening Skills
and Techniques to manage difficult
the attack-defence cycle of confrontation
Verbal and non verbal techniques to manage
4 Stage model to facilitate
Role Play and Peer Feedback
What am I going to do
within my work environment?