Managing Difficult Conversations at Work

Overview

This practical course will equip you to manage challenging and difficult conversations. It will help you to manage yourself, and to deal with aggressive conversations where there is a high emotional response involved. You will have a better understanding of stress while being able to say no. It will help you to develop good listening skills while understanding the importance of attitude, build rapport and strengthen your own resilience.

Objective: by the end of the session on participants will

·        Understand the importance of attitude and establishing empathy

·        Develop listening skills, seek to understand, staying in better control of the conversation while asking insightful questions

·        Understand stress and different responses to stress