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Difficult Conversations

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Description

This course explores how to have a difficult conversation. It allows you to openly discuss the challenging scenarios that are faced on a daily basis and to learn and practice emotionally intelligent ways to manage difficult conversations, while providing high standard service levels.

Target Audience

Duration Time

1/2 to 1 day

Language

English

Certificate

No

Curriculum

Topics covered in this course include:

  • Recognise your own & others’ style of managing a difficult interaction
  • Use questioning techniques to uncover what is really happening
  • Use the HEAR model to guide conversations
  • Identify how your emotions and the emotions of others play a part in a difficult conversation
  • Use pacing and leading to manage difficult conversations and defuse emotions Ensure any follow-up actions are done in a timely manner

Notification

Please contact us at 03 8608 9901

(MON- FRI, 9AM – 5PM)

or email to support@skilledup.edu.au

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Notification

Please contact us at 03 8608 9901

or 0415 180 281

or email to marketing1@skilledup.edu.au

This will close in 0 seconds