Course
How to Hold a Challenging Conversation
‘How to Hold a Challenging Conversation’ is an engaging, interactive 90-minute course designed to equip professionals across all industries with the tools and techniques required to navigate difficult conversations. The course covers the nature of challenging conversations, a four-step model for managing these situations, self-reflection on personal responses, and techniques to demonstrate empathy and understanding. Participants will have the opportunity to engage in role-play exercises, real-life scenario analysis, and self-evaluation exercises to practice their learning.
Who will Benefit from this Course?
- Professionals across all industries
- Managers
- Team leaders
- Human resource professionals
- Customer service representatives
Learning Outcomes
Upon completion of the course, participants will be able to:
- Identify what constitutes a 'challenging conversation' and understand its dynamics.
- Implement the 4-Step Challenging Conversation Model to guide them through difficult dialogues.
- Recognise and reflect on their typical responses in challenging situations.
- Apply effective techniques to show empathy and prioritise understanding the other party in challenging conversations.
Business Impact of Effective Leadership
Staff skilled in holding challenging conversations can provide the following benefits:
- Improved interpersonal relationships and team dynamics.
- Effective conflict resolution leading to a more harmonious work environment.
- Better customer service experiences, enhancing company reputation.
- Increased employee morale, reducing turnover.
- Improved productivity due to reduced time spent on unproductive conflict.
