Every Manager will need to know how to manage difficult conversations, within the workplace. Our managing difficult conversations training will equip your team leaders and managers with the skills they require to handle a variety of difficult conversations with confidence.
DurationEvery Manager will need to know how to manage difficult conversations, within the workplace. Our managing difficult conversations training will equip your team leaders and managers with the skills they require to handle a variety of difficult conversations with confidence.
Employees will sometimes experience negative emotions and thoughts in the workplace, which can impact their performance.
Some factors which affect an individual’s mind-set and behaviour, may be work challenges or personal situations.
What is a difficult conversation?
A difficult conversation is a situation in which at least two parties are engaged where
(a) there are differing opinions, perceptions, and needs/wants
(b) feelings and emotions run strong.
Therefore it is imperative that all levels of management develop the key skills to manage these conversations effectively and sensitively.
During this course you will…
Identify the types of difficult conversations in your workplace and explore what makes them ‘difficult’.
Explore the potential impact of delaying the ‘difficult’ conversation.
Assess how a Team Leader’s own mindset and behaviour may impact the behaviour of team members.
Recognise the differences between capability and conduct and apply a structured approach to identify potential root causes of underperformance.
Learn when it’s right to manage performance and conduct informally and when it needs to be managed via a formal approach.
Be introduced to a ‘Best Practise’ approach for managing a variety of difficult conversations.
Recognise the differences between Passive, Aggressive and Assertive management behaviour.
Practise effective strategies for managing difficult conversations.
Create a best practise approach for delivering constructive feedback.
Practise the delivery of a structured feedback model to ensure that developmental feedback is delivered in a positive and constructive way.
Agree situations which may trigger a formal approach.
Explore a 7-step approach when conducting formal conduct and performance meetings.
About Us
How we help companies turn a corner to success
Turner Corner Learning Solutions is a Worcestershire-based Training Provider, owned by Jacqui and Peter Turner.
We are not a training provider which promotes a quick-fix approach. How many times have you seen team members leave a training course with enthusiasm, but within two or three weeks, have slipped back into old habits? And as a result, you’ve been disappointed with your return on investment?
This is a very common scenario, and one we aim to avoid.
This is why we have developed a 3 step approach, ensuring a high return on your investment and long term results.
Step 1: Assess
You can choose from an onsite Training Needs Analysis (TNA) or our Mystery Shopper Activity.
The purpose of each activity is to help you assess the strengths and skill gaps of your customer service teams and team leaders. The Team at Turner Corner will provide a detailed report of our findings, along with training recommendations.
Step 2: Deliver
Design and Deliver bespoke training programmes, based on our Step 1 assessment. We use the Giraffepad learning platform to get to know your teams prior to the training, share course objectives and upload additional learning resources pre and post training.
Your employees will also have an opportunity to provide their own personal objectives, thus ensuring our training courses meet business and employee needs.
Step 3: Embed
Option 1: Action Learning Sets. Your teams will attend 3 one hour follow up, virtual coaching sessions, in small groups. These sessions will provide an opportunity for your teams to discuss actions they have taken after attending the training, share key challenges and receive group coaching support. During the 3rd action learning set, each team member will present a 5 minute presentation, outlining their learns, actions and benefits.
Option 2: Coaching. We will provide 1:1 on-site or virtual coaching sessions for your team members, to help embed their new skills and avoid a return to old habits.
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