A regular challenge for every supervisor and manager is
having a difficult conversation with a subordinate, peer,
boss, supplier or customer.
These conversations can arise in a variety of situations including: performance
management, discipline, personal issues, redundancy, interpersonal conflict
and customer service.
This program aims to give you the skills and confidence to tackle these
conversations and increase the likelihood of a successful outcome for all
parties.
Duration
One day
Designed for
Supervisors, managers and team leaders who are required to resolve difficult
situations by speaking directly with colleagues, suppliers or customers.
Content
• Analysing the situation from all sides
• Identifying a range of possible outcomes
• Preparing the content and process of the discussion
• Conversation skills: listening, questioning, clarifying, speaking and
concluding
• Managing emotions
• Submissive vs. assertive vs. aggressive behaviours
• Agreeing on an action plan
Learning outcomes
• Define the key issues in the conversation
• Prepare for a successful outcome
• Confidently use a variety of interpersonal skills
• Confront issues of concern directly
• Control emotions
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