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Conversation not Confrontation Advanced Skills Programme - NEW FOR 2024!

Excellent communication skills are at the heart of every personal interaction. 

  •  Have you ever ended a conversation with a client or customer knowing that it didn’t go well?
  •  Have you ever struggled to know what to say next or felt out of your depth when someone discloses deeply personal information or uses shocking or inappropriate language?
  •  Do you sometimes feel under pressure to balance performance targets and follow the process at the expense of doing the right thing and spending quality time listening to your clients and customers?

Then this training course is for you!

This new training course is aimed at Managers/Leaders and other staff members who have significant frontline experience of managing and working with clients. You will already have good communication skills; and should have already completed the Conversation Not Confrontation Essentail Skills Programme 

Conversation not Confrontation Essential Skills Programme

This programme will embed what you already know and introduce you to a range of new tools and techniques you can apply day-to-day. Each workshop will blend new content and tools with skills practice and discussions about real situations from your own work experience.

Content will include:


✓ Understanding the nature of conflict (the neuroscience of conflict)

✓ How to move from judgement to co-operation

✓ Assertive Communication - Active Listening and Centred Speaking skills

✓ How to manage (customer) expectations with confidence

✓ Introduction to ‘new’ and easy to use practical tools to diffuse and manage confrontation more effectively

✓ Group Coaching and Skills Practice

✓ Reflection and discussion

Event Properties

Event Date 16-04-2024 9:30 am
Individual Price £130.50 members/£145 non members
Location Online

We are no longer accepting registration for this event

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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.

  •   Resolve, Kennedy House, 31 Stamford Street, Altrincham WA14 1ES
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