Course Certified By:

Introduction

In today's fast-paced and competitive work environment, it is inevitable that we encounter situations and conversations that are challenging, stressful, or even confrontational.
How we handle these situations and conversations can have a significant impact on our professional relationships, performance, and well-being. This course will equip you with the skills and strategies to effectively deal with difficult situations and conversations in a respectful, assertive, and constructive way.

Objectives

By the end of this course, you will be able to:
• Identify the sources and triggers of difficult situations and conversations
• Apply a framework to prepare for and conduct difficult conversations
• Use effective communication skills to manage emotions, listen empathetically, and express yourself clearly
• Apply techniques to handle resistance, defensiveness, and conflict
• Develop an action plan to follow up and monitor the outcomes of difficult conversations

Who Should Attend?

This course is designed for anyone who wants to improve their ability to handle difficult situations and conversations in the workplace. Whether you are a manager, a team leader, a team member, or a customer service representative.
This course will help you develop the confidence and competence to deal with challenging scenario

Training Method

• Pre-assessment
• Live group instruction
• Use of real-world examples, case studies and exercises
• Interactive participation and discussion
• Power point presentation, LCD and flip chart
• Group activities and tests
• Each participant receives a 7” Tablet containing a copy of the presentation, slides and handouts
• Post-assessment

Program Support

This program is supported by:
* Interactive discussions
* Role-play
* Case studies and highlight the techniques available to the participants.

Course Agenda

The course agenda will be as follows:
• Technical Session 08.30-10.00 am
• Coffee Break 10.00-10.15 am
• Technical Session 10.15-12.15 noon
• Coffee Break 12.15-12.45 pm
• Technical Session 12.45-02.30 pm
• Course Ends 02.30 pm