- Friedrich NIETZSCHE
Challenging or difficult conversations often involve a significant degree of emotional management or regulation and require a heightened ability to communicate in a sensitive way if we are to make the outcomes progressive. The subject matter could be:
- performance or behavioural issues
- personal problems or challenges
- customer complaints
- colleague grievances
- delivering redundancy notices
- communication style or personality clashes
Conflict exists in all organisations and across all societies. It affects performance, morale, levels of effectiveness and the customer experience. With this in mind it is essential that we develop an ability to manage conflict in the workplace, within ourselves and between ourselves and our customers or stakeholders.
Why select this programme?
We will help you to understand what causes conflict and acknowledge how you particularly respond to it. After spending time with us, you will be better equipped to transform those difficult conversations into progressive interactions with customers, clients or colleagues alike.
Who should participate?
This programme is aimed at anyone who has to manage or undertake difficult or challenging conversations whether with customers, clients or colleagues.