Conversation Not Confrontation Programmes
Essential Skills and Adavanced Skills
When you put people together you’re immediately faced with a rich tapestry of differing opinions; this is to be encouraged as it can lead to innovation and better outcomes for all. However, add in the potential for disagreement and misunderstanding and the situation can quickly spiral out of control. We aim to equip you with the tools needed to de-escalate antagonistic exchange into productive dialogue and more effectively get across your message so that it can be heard even when tensions are high.
These programmes will offer skills-based learning and practice to enable you become even more effective at handling challenging conversations. They offer practical tools and techniques that can easily be applied in situations where a conversation flips into a disagreement; the likelihood of this occurring is increased when people don’t feel they are being listened to and it can result in a fight, flight or freeze response.
“I needed to have a conversation with someone I had dealt with previously; she said I come across aggressively. This time I was much more considerate and it changed the feel of the conversation completely. Even when she said things that wound me up, I didn’t react. I felt so much better”. (Jackie, LCC)
These programmes are suitable for anyone who needs to manage challenging/difficult conversations.
Successful completion of this course will result in:
- More effective outcomes from customer interactions
- Increased confidence around managing challenging conversations
- Increased awareness of self and others
- Increased ability to prepare for and hold challenging conversations
Content Includes:
- Understanding the nature of conflict (the neuroscience of conflict)
- How to move from judgement to co-operation
- Level two listening skills – listening to understand
- Managing (customer) expectations
- Practical tools to manage confrontation more effectively
- Action Learning Set/Group Coaching
- Reflection and discussion