Workplaces are filled with all types of challenging people, not just external clients and tenants. We need to have difficult conversations to resolve problematic situations effectively and maintain positive relationships. Conflict discussions can be healthy, but only if approached in a positive, objective and respectful way. By giving effective feedback and addressing situations, you will have more pleasant encounters with colleagues and clients, increased confidence in your abilities and better outcomes for all parties.
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What you'll learn:
Managing Expectations and Reactions
- What did we cover last time? What have you put into practice?
- Why it is important o have difficult conversations
- Your client's expectations - how do you rate?
- Identifying client problems - thwarted intentions and unmet expectations
- Being explicit and managing unrealistic expectations
- Giving clear information and explanations
- Dealing with misinterpretation
- Turning complaints into opportunities
- Six steps to resolve conflict
- Strategies to diffuse anger and emotion
- Communicating when there is conflict
- Recognising the emotional tactics that people use
- How to give people information they don't want to hear
- The importance of follow-up and keeping clients informed
Having Difficult Conversations
- Signs and symptoms of internal conflict - silence not violence
- The consequences of avoidance and poor conflict management
- Recognising the difference between productive and destructive conflict
- Increasing awareness of your reactions and behaviour during conflict
- Health and unhealthy behaviour during conflict
- Building ground rules for acceptable behaviours during conflict
- How to have the first conversation - building awareness of the problem
- Planning and delivering feedback to address concerns
- Tackling recurrent conflict issues - being appropriately assertive
- Create an action plan to resolve current conflicts
- Preventing problems in the future
- How to destress when things get ugly
Who should attend:
This training is suitable for anyone in a client facing role (internal or external).
Delivery format
- 3-hour interactive Zoom workshop – join details provided upon registration
- Participants need access to PC/Laptop with speakers, microphone and webcam
Scott is a registered psychologist with a solid background as an educator. He has worked as a lecturer in psychology, behavioural science and research at the Universities of Sydney and Western Sydney. Lecturing for 6 years at both undergraduate and postgraduate levels, Scott specialised in the disciplines of health and social psychology. His expertise includes such areas as leadership, teams and group dynamics, communication and body language, persuasion techniques, stress, and workplace satisfaction.
Since 1999, his work in the corporate sector has spanned the spectrum from industrial psychologist to corporate trainer. In 2004 he became a certified Master Coach in Behavioural Coaching and continues to coach both individuals and teams at all levels within the companies with which he works.
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Where applicable, GST will be applied