Handling Difficult and Challenging Conversations

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Title: Handling Difficult and Challenging Conversations
Location: Central Liverpool
Description: Handling Difficult and Challenging Conversations: A One Day Programme

Handling difficult and challenging conversations at work for managers and leaders is an integral part of good people management. It is involves understanding the context and causes looking to ourselves and our own responses, and implementing effective management interventions.

This one-day programme aims to enable managers to develop their abilities to analyse the cause and effects of conflict and to understand and develop their own skills and behaviours when handling difficult and challenging conversations.

Session 1 Content

The Context of Difficult and Challenging Conversations
What are difficult and challenging conversations?
The nature and scope of conflict in organisations
Categories and causes of difficult behaviours
Effects of negative behaviours
Organisational approaches
Most difficult and challenging conversations for managers
Most difficult and challenging conversations when addressing managers

Session 2 Content

Understanding our own Behaviours
Transactional analysis and adult to adult interactions
The role of emotional intelligence
CIPD managing conflict at work competency framework
Thomas Kilman “Conflict Mode Instrument
• analysis and evaluation of own repertoire of conflict handling skills
Stages of team development
• the managers role
Assertive management behaviours

Session 3 Content

A Structured Conversation: A Process
Gaining clarity, gathering information and establishing the facts
Analysis and interpretation
Getting support and checking policies and procedures
Effective openings and setting the tone
Handling difficult reactions and clarifying fact and feeling
Giving and receiving feedback
Agreeing a way forward
Early Interventions

Session 4 Content

Skills for Difficult and Challenging Conversations
Active listening and seeking to understand
Valuing and validation
I messages
Questions and enquiry
Contribution versus blame
Case Studies and Simulation

Programme Fee: £75 per person.

Start Time: 09:30
Date: 2015-09-28
End Time: 16:30

Email billc@bcaleadership.co.uk or call 0845 125 9010 to make a provisional booking or find out more about this event.