- Manage workplace interactions up, down and across organisations.
- Recognise and manage difficult behaviours to achieve a positive outcome.
- Plan and prepare effectively prior to delivering feedback.
- Confidently provide structured, clear, concise, constructive and timely feedback.
- Use effective listening and questioning skills to gain agreement and commitment.
- Learn how to deal with high emotions during crucial conversations and frame up difficult conversations to get the best results.
It is critical that when you have these conversations you provide feedback that is constructive, clear, concise, and can actually be acted upon by your staff. Additionally, it is important to be able to those manage emotions that come with receiving constructive feedback. This course will give you confidence to recognise, plan for and manage these conversations. You will also be given the opportunity to practise using specific language and tone to overcome emotional or difficult behaviours during the conversation.
Learn what effective feedback looks like, why people avoid it, and strategies you can use in crucial conversations.
The difference between positive and destructive feedback.
Explore specific difficult behaviours and how you as an individual respond.
Using assertiveness to express your feelings, needs and wants in an open and non-threatening way.
Understand the thinking steps that can lead you to jump to wrong conclusions.
Understand the different functions of your brain and where emotions, thoughts and information are processed.
Understanding the communication process.
Examine four listening response patterns and determine their advantages and disadvantages.
How to ask open questions to get the best results.
Using a range of feedback techniques and matching them to the situation.
The hardest part of dealing with difficult behaviours is dealing with people’s emotions.
How using the appropriate tone can help calm a difficult situation.
How to frame up difficult conversations to get the best results.