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Managing Difficult Conversations & Situations


This workshop will equip attendees with the strategies and techniques to effectively navigate and resolve challenging conversations and situations that can arise in a business setting.

Delegates will learn how to prepare for difficult conversations, manage emotions, communicate clearly and assertively, and identify and respond to different types of difficult behavior. You will also learn how to diffusing tension, setting boundaries and create solutions.

By the end of the course, you will have the skills and confidence to handle any difficult conversation or situation that may arise in your business.

Course Content

  • Why are some situations/conversations difficult
  • Understanding the root cause of conflict and challenging behaviour
  • Reading and using body language accurately
  • Separating the person from the problem
  • Avoiding taking things personally ,remaining calm/composed, in control and professional
  • DESC technique

Learning Objectives

  • Identify and understand the different types of difficult conversations that can arise in a business environment
  • Develop effective communication skills to manage challenging conversations, including active listening, clear expression of ideas, and persuasive speaking techniques
  • Learn how to manage emotions and remain composed during challenging conversations, including techniques to de-escalate tense situations
  • Understand how to adapt communication styles to suit different personality types and communication preferences to create positive outcomes
  • Practice techniques to build trust and rapport, including how to frame conversations in a positive light, manage expectations, and demonstrate empathy

Ready to book?

Simply complete the booking form with your details and a member of our team will be in touch with the next available dates. 

Any questions?  

If you’re not quite sure if this course is suitable or are looking for further information, call our team on 0117 244 7221.