Who should attend?Anyone who has to conduct challenging conversations as a part of their job, deal with customer complaints or handle tense situations.
Increased ability to prepare for and hold challenging conversations
Increased skill and confidence in holding challenging conversations
Enhanced communication skills
More effective outcomes from customer interactions
An understanding of the nature of confrontation
Understanding the nature of conflict (the neuroscience of conflict)
How to move from judgement to co-operation
Level two listening skills – listening to understand
Managing (customer) expectations
Practical tools to manage confrontation more effectively
Action Learning Sets/Group Coaching
Reflection and discussion
£84.15 member/Smile Partners/Registered Charities/ £99 non members
Email us at: firstname.lastname@example.org
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