Handling Difficult Conversation
One of the most challenging parts of managing staff especially performance is initiating conversations around sensitive topics. Being able to tackle contentious issues in a balanced, calm and consistent way is a valued skill in all areas of working life.
In a workplace context these skills can help promote productive and engaged teams and a better-managed workforce. Managers who avoid difficult conversations risk undermining their own position and potentially losing credibility with staff.
This course provides you with practical and effective techniques to conduct and manage difficult conversations with staff. It covers techniques for addressing sensitive subject matters like bullying, emotional issues, resistance to criticism and poor performance.
Who the course is for
This day’s programme is for all levels of managers, supervisors and HR professionals who have to conduct challenging conversations with staff, perhaps about their behaviour, results, or actions. This course will equip managers with the necessary confidence, knowledge and skills to engage with people from a productive and focused position.
The course is set out with a safe to enable to role-play and environment where delegates will get hands on experience of how to manage discussion around a range of awkward subjects including personality clashes, discipline and conveying dismissal.
The course aim is to give the delegates the skills to handle difficult conversations without damaging the employment relationship, thus increasing management competency and effectiveness.
- Face the problem
· The elephant in the room
- What is a difficult conversation?
· When should I speak to the employee?
- Feedback to the staff
- Prepare and plan in advance:
· Gather information
· Check your policies
· Think about your approach and the outcome
- Communication skills you will need:
· Keeping in control
· Questioning and listening skills
- Techniques you can use:
· Body language and rapport
- Structure the conversation:
· Prepare your template
· Hold the conversation
· Solutions, follow up action, support and feedback