Leadership Directions: Difficult Conversations in the Workplace

1 Day Management Training Course

• Recognise and manage difficult behaviours to achieve a positive outcome.
• Learn the best ways to deal with high emotions.
• Planning considerations prior to delivering feedback.
• Provide structured, clear, concise, constructive and timely feedback.
• Use questioning skills to gain agreement and commitment.

Objectives
CERTIFICATION (Attendance: 100%):
Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.
 
GENERAL INFORMATION:
Venue: T.S.T. / Wan Chai / Sheung Wan Training Centre / TBC
Medium: Cantonese supplemented with English materials

*Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

Audience
This practical course has been designed for those would like to plan to recognise, plan and manage these conversations, as well as the opportunity to practise using constructive feedback techniques to achieve more positive outcomes with confidence.

Topics covered in this course

Your personal feedback skills
Learn what efective feedback looks like, why people avoid it, and strategies you can use in crucial conversations.

Give or get
The difference between positive and destructive feedback.

Recognising diicult behaviour
Explore speciic difficult behaviours and how you as an individual respond.

Managing difficult behaviours
Using assertiveness to express your feelings, needs and wants in an open and non-threatening way.

The ladder of inference
Understand the thinking steps that can lead you to jump to wrong conclusions.

Emotional intelligence
Understand the diferent functions of your brain and where emotions, thoughts and information are processed.

Communication techniques for feedback
Understanding the communication process.

Efective listening
Examine four listening response patterns and determine their advantages and disadvantages.

Efective questions
How to ask open questions to get the best results.

Constructive feedback techniques
Using a range of feedback techniques and matching them to the situation.

Dealing with high emotions
The hardest part of dealing with diicult behaviours is dealing with people's emotions.

Using your voice
How using the appropriate tone can help calm a difficult situation.

The power of words
How to frame diicult conversations to get the best results.