Managing difficult conversations (online for teams)
For managers working through change and practitioners working with clients, this course develops confidence and skills to prepare for and manage difficult conversations.
This is a 1/2 day course delivered online (for teams.
Develop your confidence and skills to prepare for and manage difficult conversations in-person and online. Understand challenges traps & pitfalls, reflect on personal responses, patterns and fears and practise ingredients and techniques to help plan and manage conversations.
This course supports managers working through change and practitioners who need to have those difficult conversations with clients.
This training is available for teams in-house (we come to you).
Course aims
To consider what effective communication is and to explore tools & techniques to communicate clearly and effectively.
To develop confidence and skills to prepare for and manage challenging conversations
Course objectives
By the end of the course participants will have had opportunities to:
- Explore what makes communication effective
- Practise using essential ingredients and techniques for improved communication
- Explore their own responses to difficult communication
- Develop strategies for dealing with more challenging conversations.
Venue info:
This course is delivered online (for teams)
Trainer: Susan Lawrence
"Extremely helpful. Breaking down to steps (listening, understanding, focus on intended outcome). GEARS! Having a clear and focussed plan and knowing that this is coming from a professional, not personal position. The role play was really helpful to put it into perspective/make the situations more relatable. I am coming away with lots of practical tools and techniques to manage challenging conversations. Everything we were taught today can be used and applied in everyday life. We were not just taught theory but also how to apply this! Great use of break out rooms for smaller discussions which also varied from pairs to groups of four. Very comfortable and felt as close as we would in person with this format!"
Tegan Elliott, Support Worker, Next Link, November 2021
"Very informative and contained practical tools for use in the workplace and within personal relationships. Have increased confidence in my abilities. I will share with my co-workers some of the practical skills and continue to reflect on my practice. Found the online learning experience convenient. Did not make a difference to the learning environment."
Jennifer Hudson, Financial Capability Mentor, North Bristol Advice Centre, November 2021
"It was all really helpful. Specific techniques and framework. Planning, listening more and the gears concept. The online learning experience was managed really effectively. Thank you, I'm so glad I attended!"
Caroline Starling, Prison Resettlement Support Worker, Recovery4all, November 2021
"The role-play, the self-reflections and different perspectives were all really useful. I will consider how I approach situations. Reflect on what might affect the outcome and reflect on what my expectations are as opposed to what the client can manage emotionally."
Gabby Hall, Safehouse Support Worker, Next Link, November 2021
"Useful tools provided to reflect on how I am communicating, especially negative enquiry and assertiveness. I enjoyed the training which reinforced confidence in my practice."
Social Worker, February 2021
"What's the story, negative enquiry, being more aware of judgement and bias. Very informative and knowledgeable trainer."
Social Work Assistant, February 2021
"Very useful tools and processes for being translucent with communication. Appreciated the time to be trained in this area as this is key within my role."
Early Help Worker, February 2021
"Very useful. Negative enquiry, recognising my own triggers, giving feedback. I really enjoyed the course."
Student Social Worker, February 2021
" Everything on the course was really useful. Nice to know that we are doing our best. Great training - Thank you Susan! Meeting and listening to other people’s experience. Lots to take away - taking time to listen, structuring difficult conversations, using strategies such as attunement and validating. Delivered really well."
Social Care Manager, February 2021
