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Course Title:

Course ID:

251124 0150 538PRA

Course Dates :

25/Nov/2024

 To

29/Nov/2024

Course Duration :

5

Course Location:

Barcelona

Spain

Course Fees GBP £ :

Primary Price

£4,555.99

VAT may vary depending on the country where the course or workshop is held

Course Fees USD $:

Advisory Price

$5,829.09

VAT may vary depending on the country where the course or workshop is held

Course Category:

Professional and CPD Training Programs

Leadership, Management, Marketing, Strategy, Human Resources, Soft Skills

Course Certified By:

* Professional Training and CPD Programs
Leading to : Executive Diploma Certificate
Leading to : Executive Mini Masters Certificate
Leading to : Executive Masters Certificate

* ESHub CPD
* LondonUni - Executive Management Training
* Others

United Kingdom

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Course Information

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.

Daily 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

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.

Week 1

Day One
Understanding difficult situations and conversations
• Define what constitutes a difficult situation and a difficult conversation
• Identify the common sources and triggers of difficult situations and conversations
• Assess your own strengths and areas for improvement in handling difficult
• situations and conversations
• Identify your preferred conflict style and its implications

Day Two
Preparing for difficult conversations
• Apply a framework to plan for a difficult conversation
• Identify the purpose, goals, and desired outcomes of a difficult conversation
• Anticipate the possible reactions and responses of the other party
• Prepare yourself emotionally and mentally for a difficult conversation

Day Three
Conducting difficult conversations
• Use effective communication skills to initiate, conduct, and close a difficult conversation
• Manage your own emotions and respond appropriately to the emotions of the other party
• Use active listening skills to demonstrate empathy and understanding
• Use assertive language to express your views, needs, and feelings

Day Four
Handling resistance, defensiveness, and conflict
• Apply techniques to overcome resistance and defensiveness in a difficult conversation
• Recognize the signs of escalating conflict and de-escalate the situation
• Apply strategies to resolve conflict and reach a mutually acceptable solution
• Use feedback skills to give and receive constructive feedback

Day Five
Following up and monitoring outcomes
• Develop an action plan to implement the agreed actions and solutions from a difficult conversation
• Apply techniques to monitor progress and evaluate results
• Use follow-up skills to reinforce positive behaviors and address any issues or concerns
• Apply techniques to maintain or restore trust and rapport after a difficult conversation

Please Note : Your £250.00 Deposit will be deducted from the total invoice Amount.
To commence the registration process for your training course, please follow the link provided and proceed with; Upon successful payment, we will promptly contact you to finalize your enrollment and issue a confirmation of your guaranteed placement.