Handling Difficult Conversations

Price: $462 incl GST
Duration: 9am-12.30pm

Employees are increasingly having to handle people who are challenging and difficult. This interactive and practical workshop is designed to assist staff to manage these situations in a constructive way.

Who should attend?
Anyone who comes into contact with external or internal individuals should attend this workshop.

Content
After describing a difficult scenario they have encountered in the past, participants will explore the following topics and techniques and apply them to their own situation:

• The Levels of Conflict tool
• Ability to recognise flight, fight and flow behaviours 
• What to say and do when engaging in a Difficult Conversation
• Understanding different behavioural styles
• Knowing when to escalate a Difficult Conversation to Management
• Assertiveness exercises and case studies
• Strategies to reach an agreement
• Better alternatives to handle negative behaviour
• How to debrief after a difficult incident
• Personal learning contract – how you can learn from having a difficult conversation
  

Process
The facilitator will use case studies, a questionnaire, personal and participant examples, group discussions/individual exercises to assist the participants to become more confident, less stressed and more capable in dealing with difficult clients.

Local Government NSW has a range of experienced facilitators who use discussions, case studies and local government-oriented examples to help transfer learning to the workplace. Facilitator details will be available prior to the course.

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