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.
Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.
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).
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.