________________________________________________________________ Handling difficult conversations Agenda Common themes Types of conversations Types of people and behaviours Knowing what you want Identifying the barriers Aggression, passivity and its causes Assertiveness and why it works The Three Step Model Improving your communication Becoming an effective listener Preparing to talk Questions, questions and more questions Handling emotions and feelings Influence and negotiation Achieving change and results Focus and control Awareness and responsibility Giving good feedback Maintaining the relationship Most of us say that some conversations are “difficult”. This ranges from dealing with client problems through to giving feedback on poor team performance. Because we don’t handle these conversations on a daily basis it takes longer to feel confident in this area of management. This workshop aims to provide a forum to discuss current issues, a place to learn practical techniques and a chance to try out new skills.
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