Managing Challenging Conversations Assertively

Program Overview

This one-day course empowers individuals with the skills to manage challenging conversations assertively. Participants will gain insights into emotional intelligence, conflict management, and communication techniques. Through practical exercises and role-playing, they will develop confidence and tools to navigate difficult interactions effectively, fostering clear and positive communication.

Program Outline

Managing Challenging Conversations Assertively: A Detailed Analysis

Degree Overview: This stand-alone one-day course aims to equip individuals with the confidence, knowledge, and skills necessary to effectively manage challenging conversations. The program delves into methods for managing both personal responses and communication techniques to foster clear and positive interactions.

Objectives:

• Gain deeper understanding of emotional intelligence, transactional analysis, and conflict management concepts.
• Develop techniques for effectively managing self-responses during challenging situations.
• Learn valuable communication skills, including active listening and structuring conversations.
• Build confidence and equip yourself with tools to navigate difficult interactions more effectively.

Program Description:

The course emphasizes a practical approach, providing participants with opportunities to reflect on challenging interactions and engage in skills practice throughout the day. Participants will:

• Analyze the impact of challenging interactions on their daily lives.
• Learn techniques for handling personal responses more effectively.
• Hone listening skills through active listening techniques.
• Explore various communication styles, including parent, adult, and child communication styles.
• Acquire techniques for structuring conversations effectively.
• Learn how to respond to distressed or angry individuals.
• Gain insight into different conflict management strategies.
• Practice planned and unplanned conversations with fellow participants.
• Review and action plan for personal growth and improved communication skills.

Outline:

Structure:

The program spans a full day with interactive discussions, practical exercises, and reflection opportunities.

Course Content:

• Using Emotional Intelligence: Participants will gain a deeper understanding of emotional intelligence and learn how to leverage it effectively to prepare for and hold productive discussions.
• Inhibiting Factors and Overcoming Challenges: The program addresses common obstacles in communication and provides approaches for overcoming them.
• Definitions of Behavior: Understanding various behavioral definitions in communication.
• Listening Skills: Participants will refine their active listening abilities.
• Parent, Adult, and Child Communication Styles: Exploring the impact of these communication styles in challenging interactions.
• Techniques for Structuring Conversations: Participants will learn essential methods for structuring conversations for optimal outcomes.
• Responding to Distressed or Angry People: Gaining tools and techniques for effectively engaging with distressed or frustrated individuals.
• Conflict Management Strategies: Participants will be introduced to a range of conflict management approaches and learn how to select the most appropriate one in various scenarios.
• Planned and Unplanned Conversations: The program provides guidance on structuring both planned and unplanned conversations for clear and effective communication.
• Skills Practice: Participants will actively practice their skills in simulations and role-playing exercises.
• Review and Action Planning: The day concludes with a review session and personalized action plan for ongoing development and communication improvement.

Assessment: The course utilizes a non-formal assessment approach focusing on participation in discussions, practical exercises, and reflection activities. A certificate of attendance will be awarded upon completion.

Teaching: The program features experienced and qualified facilitators who provide a stimulating learning environment. The session will incorporate an engaging blend of theoretical knowledge, practical skills development, and reflective activities.

Careers: While the course focuses on developing communication skills for diverse professional settings, participants may find it particularly beneficial in roles involving individual interactions, including:

• Managers and team leaders seeking to improve their leadership communication skills.
• Customer service professionals aiming to effectively handle conflicts and resolve issues.
• Human resource professionals seeking to hone their conflict management and interpersonal skills.
• Social workers, counselors, and healthcare professionals aiming to enhance their communication with clients.

Other:

• The course cost is estimated to be £300.
• The course will be held at Northampton Square.
• No starting date has been confirmed yet.