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Conversation not Confrontation

Who should attend?

Anyone who has to conduct challenging conversations as a part of their job, deal with customer complaints or handle tense situations. It is great as a refresher for experienced people and also suitable for new starters.

Course objectives:

Successful completion of this course will result in:

·         More effective outcomes from customer interactions 

·         Increased confidence around challenging conversations

·         Increased awareness of self and others

·         Increased ability to prepare for and hold 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 – listening to understand
  • Managing (customer) expectations
  • Practical tools to manage confrontation more effectively
  • Action Learning Sets/Group Coaching
  • Reflection and discussion

 This training consists of x3 consecutive sessions on the following dates:

Friday 11th February

Friday 18th February

Friday 25th February

Event Properties

Event Date 11-02-2022 9:30 am
Event End Date 25-02-2022 11:00 am
Individual Price £125 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.

    Samantha Allcott
    Samantha Allcott Housing Plus Group
  • The exercise was really worthwhile, and I would recommend it to any organisation wishing to ensure they are providing a high-quality approach (which satisfies regulatory standards) to their customers when managing cases of antisocial behaviour.
    A huge thank you goes to Resolve who worked step by step through this process with us.

    Regional Business Manager
    Regional Business Manager Moat
  • Our old model was different in each region and business area, having a slightly different approach to investigation, recording and monitoring. By harmonising the approach and creating a Community Safety Hub bringing together ASB, domestic abuse, hate crime and community cohesion, Resolve is helping Riverside deliver excellence to its customers.

    Dean Butterworth, Regional Director
    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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