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Course description

It is a fact of life that we don’t always get on with everyone in the workplace. This becomes more of an issue when that person is a member of your team, a supplier or a customer.

This course helps participants develop the confidence and skills to approach challenging or difficult conversations in an appropriate and assertive way. Through practical techniques and guidance, participants will learn how to address issues constructively, strengthen working relationships, and move forward in a more positive and productive manner.

 

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    Course agenda

    • Understanding what makes certain conversations challenging
    • Recognising behaviours that we perceive as “difficult”
    • Understanding personality styles and behavioural preferences
    • Managing our own perceptions, assumptions and emotions
    • Building confidence through assertive communication
    • Giving and receiving feedback effectively
    • Using active listening and empathy to improve understanding
    • Planning and preparing for a challenging conversation
    • Practising and rehearsing your approach

    Information

        Recommended duration: 1 hour

        This content can be integrated into longer courses covering communication and interpersonal skills, customer service, or dignity at work.

        Suitable for: Employees and staff members at all levels

                  Learner Objectives

                  By the end of the session, participants will be able to: 

                  • Recognise why they may find certain workplace interactions challenging
                  • Distinguish between personality, behaviour and intent, and understand why these differences matter
                  • Identify how perceptions, assumptions and emotions can influence conversations and outcomes
                  • Use the AID feedback model to address behavioural issues constructively and professionally
                  • Apply assertive communication techniques to challenging workplace situations
                  • Use practical strategies to maintain positive and productive working relationships

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