Difficult Conversations , Resilience and Engaging Others

This course will be delivered virtually through Teams or Zoom. This is an interactive session, participants are expecting to have their cameras turned on.

Course Outline

This course aims to increase confidence to have those conversations, understanding the benefits for you, the other person and the work by taking a look at the skills that you already use. You will learn simple techniques to create positive outcomes, identify ways to achieve resilience and assertiveness, and look at how to use the skills to engage people including difficult situations.

Learning Outcomes

• Understand your strengths and steps to utilising them

• Communication filters, active listening

• Body language to use to engage people and to recognise signs of positivity and negativity

• The steps of the confident conversation

• Learn simple conversations to remove obstacles

• The ‘Three Conversation’ approach

• Influencing and negotiating techniques

• Know assertive techniques and recognise when to use them

• How to build own resilience to increase positive outcomes

• To give effective feedback in a way that encourages positive change

• How to look after yourself when you don’t get what you want