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Managing Difficult Conversations - (for all staff and managers) 1 Day Course (up to 12 delegates)
COURSE INFORMATION BROCHURE
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Introduction to Managing Difficult Conversations For up to 12 delegates
Course Suitability
Method
Pre Course Questionaire
Most people find it daunting to raise an issue
This 1 day programme takes you through some
Prior to training delivery we issue a Pre-Course
about another person’s performance, or conduct
intermediary
knowledge
Questionnaire to ensure that we fully understand
particularly when they have been left unmanaged
about how and why difficult conversation happens
the issues delegates face and what they would like
and had little challenging feedback. Sometimes
and listening and conflict facilitation skills. Small
to achieve during the course. This also helps to raise
difficult conversations just explode at or around you
group discussions, practical activities and role plays
delegates’ engagement in the course.
as people are stressed, dissatisfied or upset. This
will be used to develop skills. This course does have
course is for all staff and particularly managers. By
some challenging content so a safe, constructive
having the tools and techniques in hand to tackle
environment for learning is created by our
these difficult conversations managers can improve
experienced trainers.
self-awareness
work,
on their skills and confidence.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Course Outcomes and Benefits
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We work in partnership with you to identify the required learning objectives for each course. Typically this includes a scoping conversation with the necessary stakeholders. Our standard learning objectives include: •
Understand why difficult conversations happen
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Recognise how to effectively plan and communicate in advance of difficult conversations
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Understand the RESPECT model of managing difficult conversations
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Use the ‘traffic light approach’ to listen and respond appropriately to different types of difficult conversation
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Understand the importance of active listening and use a range of active listening techniques
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Recognise how to use empathy and assertion
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Manage and control your own behaviour
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Handle resistance/challenging behaviour
•
Understand how to sustain change following the conversation
Tel. 0845 600 8851
www.peopleresolutions.com
ALL PARTICIPANTS WILL GET: • Access to phone support on related course issues from People Resolutions for 3 months after their training. • Access to People Resolutions on-going developmental materials and activities including best practice documentation and templates; white papers; webinars; our blog and growing on-line resource material.
information@peopleresolutions.com
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Course Outline and On-Going Support CONTENTS OF THE DAY WILL INCLUDE: The RESPECT Model
Title to be added here
• What makes conversations difficult – triggers for difficult behaviour
• Different types of difficult conversation – the traffic light approach – green, amber and red conflicts - matching the approach to the conversation
• Are you a shark or a meerkat? Conflict management styles – what do you find difficult? • Using the RESPECT model:
• Practical activities – mini role plays – case studies • Exploring and working on different types of interaction – face to face, on-line, telephone
o Rapport build • Active listening skills – finding out, reflecting back and building rapport o Explore issues, perceptions, feelings • Empathy and impartiality – taking a non-blaming approach o Show understanding • Win/win problem solving – creative thinking o Problem-solve • Strategies for dealing with resistance, challenging behaviour o Empower people to move on constructively • Closure skills – confirming outcomes, action planning o Close – confirm outcomes, create action plans, next steps • Building in sustainability and ‘fall backs’ o Transfer and sustain learning and behaviour into the workplace.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Why People Resolutions? Experienced Trainers
Expert Mentoring and Ongoing support
Our programmes are run by professional trainers who:
Additionally, People Resolutions experts can provide:
• Have conducted relevant training for many years
• Expert mentoring during individual cases e.g. mediation, investigation, etc.
• Are excellent facilitators as well as technical experts
• Online or face-to-face refreshers, continuing practice sessions or an
• Are members of appropriate professional bodies with relevant qualifications
ongoing support package
• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates
Contact us about the costs for these support services.
• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.
Customised Learning Material
Blended Learning and E-Learning
We will work with you to design a bespoke learning event, taking into account aspects
People Resolutions will work with you to create the maximum learning
such as organisational culture, issues and behaviours relevant to your organisation’s
opportunity by using a blended learning approach. We already have some
environment, policies and procedures. Our training delivery is backed up with tried
online material which we can weave into courses, and we can create content to
and tested investigation processes, materials and standards. All casework material
be used within your own e-learning framework and provide tailored webinars,
and content is customised to your needs.
video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
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Please get in touch for more information and details of pricing
0845 600 8851 www.peopleresolutions.com information@peopleresolutions.com @Peopleres
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com