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Online training - We are now offering our training courses online.
If you would like further information, or to discuss inhouse training needs, please contact training@resolveuk.org.uk

Conversations and not confrontation course

Conversations not confrontations

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 offer this brand new course. The course is online and will be delivered over 3 sessions:

Friday 5th March 9:30 - 11am Session one

Friday 12th March 9:30 - 11 and 11:30 - 1pm - Action learning sets

Friday 19th March 9:30 - 11 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.

Event Properties

Event Date 05-03-2021 9:00 am
Event End Date 19-03-2021 11:00 am
Cut off date 18-03-2021
Individual Price £125 for members / £150 non members
Location Online

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  • I would recommend Resolve’s antisocial behaviour Quality Assurance Framework (QAF) as a fantastic way to have an independent refresh of your ASB service to ensure community safety partnerships are delivering a high standard of victim care.

    Jo Grimshaw, Antisocial Behaviour Manager
    Jo Grimshaw, Antisocial Behaviour Manager Surrey Police
  • The process was very straight forward and turnaround was very quick. The Resolve associate was knowledgeable and helpful. The feedback was returned in an easy format and informed our policy development going forwards.

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    Samantha Allcott Housing Plus Group
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    A huge thank you goes to Resolve who worked step by step through this process with us.

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    Regional Business Manager Moat
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    Dean Butterworth, Regional Director Riverside Liverpool City Region

If you have an enquiry about any of the services we offer or simply wish to ensure that you are maximising the benefit of your Resolve membership, please contact the Resolve team.

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