Conversations and not confrontation course

Conversations not confrontations course

Have you ever wished you could transform a conversation from an antagonistic exchange into productive dialogue? Or that you could more effectively get across your message in such a way that it can be heard even when tensions are high?

In partnership with SMILE mediation we are delighted to deliver this brand new course . The course is online and delivered over 3 sessions:

Monday 25th January 9:30 - 11am Session one

Monday 1st February 9:30 - 11 and 11:30 - 1pm - Action learning sets

Monday 8th february 9:30 - 11:00 Session two

This three-part virtual course will offer tools and skills-based learning to enable you become even more effective at handling challenging conversations.

The course will be structured as two ninety-minute interactive online sessions with an Action learning set (or group coaching) and a reflection exercise in between. The workshops will blend content and tools with skills practice and reflection on typical real life case situations from your   own experiences.

Who should attend?

Anyone who has to conduct challenging conversations as a part of their job, deal with customer complaints or handle tense situations.

Course objectives:

Successful completion of this course will result in:

• The ability to prepare well for a challenging conversation
• Increased skill in holding challenging conversations
• An understanding of the nature of conflict
• More effective customer interactions taking place more often
• Better communication skills evidenced
• Increased confidence around challenging conversations.

Content will include:

• Understanding the nature of conflict (the neuroscience of conflict)
• How to move from judgement to co-operation
• Level two listening skills
• Managing (customer) expectations
• Conflict mapping tool
• Group coaching
• Reflection and discussion

For more information contact This email address is being protected from spambots. You need JavaScript enabled to view it.