The Art of Handling Difficult Conversations

What you will learn:

  • Know how to work towards a positive outcome when resolving conflict
  • Understand different communication styles, which creates a fuller understanding of people and dynamics
  • Know how to make the other person feel heard, through good listening technique
  • Be more adept by developing spontaneity skills
  • Have strategies for diffusing difficult or emotionally charged situations
  • Be able to use voice, body language and vocabulary confidently, to build trust and rapport
“A highly engaging session which was well structured, well-paced and led by a very dynamic trainer! I found the exercises helped bring the content to life and were just enough of a stretch. I look forward to putting my new skills to use in my next conference call.”
Emma Gilbert, Skanska