Conversation not Confrontation

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