Managing Difficult Conversations
We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.
At the end of this workshop, you will be able to:
- Define the frame of reference
- Establish a positive intent and the desired outcome
- Use good communication skills during a conversation
- Draft a script for a difficult conversation
- Use specific steps to carry out a difficult conversation
- Access additional resources as required
- Maintain safety in a conversation
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Pricing & Payment OptionsNEW SECTION -
Duration-
Full Time: 1 Day (08:30 - 16:00)
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Our
Delivery Methods
Our innovative "myWay” learning methodology is built around the students individual learning requirement, allowing each student to learn in a style that is most suitable for their skills set, knowledge and schedule.
Instructor-Led Classes
Reach your full potential through our “myWay Instructor-Led” classes combined with interactive lessons, supporting video content, practical assignments and in field experience, done during the traditional 08:00 – 16:00 working day.
Online Mentored Learning
Do a course at your pace via our “myWay Online Mentored Learning”, combining self-study with supported interactive online video lectures, an online course mentor, extra resources, questionnaires and more, all supported via out Online Student Portal.
Part Time Mentored Learning
Designed for the working professional, our part time programmes provides you with the flexibility and benefit of our myWay Blended Learning with at home exercises/assignments and mentored or in-class lectures at a manageable schedule and pace.
Our Hybrid Delivery Methods
Our Hybrid Delivery Methods
myWay Hybrid Learning is a technology mediated delivery method that extends the benefit of flexibility and technology to all students. Each Hybrid delivery method is described in the section below.
#AnywhereAnytime
Have all your classes ready to be downloaded and watched, anytime, anywhere.
#NoStudentLeftBehind
Never miss a classs because of health, traffic, or transport issues.
#Flexibility
A personalized class schedule, attend class on campus, virtually or both.
In Class or Virtual Class Based Learning
A technology mediated delivery method allowing campus based class or virtual class attendance, or a combination of both. Classes can be in the form of lecture based or mentored based.
Mentored Online Learning
A technology mediated, self paced online delivery method with personal mentorship.
Student Testimonials
"The training was well organized and I really enjoyed it. I learn more customer service and I hope it will do well to keep customer happy."
Albert Selowa, Excellent Customer Service"The instructor/facilitator was very very good. They are a good institute that I believe with their work will equip lot of south Africans with great skills. "
Daniel Mnisi, Excellent Customer Service“Trainer was very good, Learned a lot with short space of time. I can even start to do presentation tomorrow”
Dibuleng Mokgoshing, Delivering Effective Business Presentation"The course was amazing,opened up a new chapter for me,was great to hear where I need to improve.this is one of many I would like to do"
Angelique Swart, Emotional Intelligence"Very good ,enjoyed interaction between lecturer & class members ,very reliable"
Penelope Schrywer, Project Management Fundamentals"Very well organized and presented learnt a lot and definety put into practice .Peter did an outstanding job."
Sharon Stewart, New Management and Supervisory SkillImportant Notes
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Students are to be at the training venue by 08h00 in preparation for a 08h30 start time.
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Learnfast retains the right to change this calendar without any notification.
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Bookings are only confirmed upon receipt of the proof of payment or an official company purchase order for the full amount of the training.
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For full day courses Learnfast will supply you with the relevant training material. A desktop computer to use for the training (where applicable), tea/coffee and a full lunch for full day InClass training hosted at Learnfast only. Catering is not included for OnSite training and laptop is available for hire at an additional cost if required.
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Cancellation or rescheduling requests must be in writing and reach us via fax or email at least 5 (five) working days prior to the course commencement date. Full course fees may be retained for no shows or requests within 5 working days prior to commencement.
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Although we go to great lengths to ensure that all training proceeds as scheduled, Learnfast reserves the right to cancel or postpone dates if we require to do so and undertake to inform clients in writing and telephonically of these changes.
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Learnfast suggests clients wait until a week prior to course commencement that a course has been confirmed to go ahead as scheduled before booking flight and accommodation. Learnfast is NOT responsible for cost associated with cancellation of classes such as flight and accommodation for clients.
Module 1: Course Overview
Module 2: Choosing to Have the Conversation
- Considering the Consequences
- Establishing Your Frame of Reference
- Establishing Positive Intent
- Identifying the Desired Outcome
Module 3: Toolkit for Successful Conversations
- Managing Your Body Language
- Speaking Persuasively
- Active Listening
- Asking Questions
- Probing Techniques
Module 4: Choosing Time and Place
Module 5: Framework for Difficult Conversations
- What’s Your Purpose?
- Steps for a Difficult Conversation
- Creating a Conversation Template
Module 6: Staying Safe
Module 7: Staying Safe
Module 8: Testing the Waters
Please contact The CAD Corporation for more information and dates on this course.