Managing Difficult Conversations
Is this course for me?
If you have line management responsibility at any level and need to have one-to-one conversations exploring areas such as poor performance, inappropriate behaviour, or negative attitudes, then this course is for you.
The course includes advice on how to: identify situations that may be improved by having a 'difficult conversation'; recognise factors that cause situations to escalate; use key questions to prepare for the conversation; use a structured approach to conduct the conversation; identify ways to manage your emotions during a difficult encounter; explore the effects body language, tone of voice and language have on the situation; identify different ways to deal with defensive reactions.
At the end of the course you will be able to:
- Understand the need for 'difficult' conversations
- Conduct conversations using a structured approach
- Use a range of listening and questioning skills
- Describe a 3 stage process that can be used to defuse anger, calm someone down and move the situation forward.
- 05/02/14 - 09.30-12.30
- 17/03/14 - 13.30-16.30
To find out more information or to book a place, please email the OED team direct.Please take a look at the on-line guides and tools to support your development. There are a number of useful areas covered, whether you are managing staff or just for your own development.
Last updated 11/10/13 (JB)