Business Communication. Sharpen your communication skills.

Yes! It’s possible to handle difficult behaviour confidently and constructively. Learn what drives challenging behaviour and how to manage the dynamics of a tough conversation. Hear how to remain calm and keep conversations issue-focused, rather than taking things personally. Learn to take an active-constructive approach to listening, problem-solving and handling others' emotions.

During this interactive course, you'll explore five tools for responding professionally to difficult behaviour. These are active listening, diagnostic questions, accord statements, boundary statements and solution focused questions.

Aims

This is an introductory course for professionals who need to manage disagreements, complaints or 'personality clashes' at work. The techniques covered in this course can be used when interacting with colleagues, direct reports and customers. They can also be used when managing up and influencing when you have no direct authority.

Outcomes

By the end of this course, you should be able to:

• stay calm when handling difficult behaviour or managing disagreements
• speak assertively and respectfully, even in tough situations
• respond to a range of challenging behaviours in ways that de-escalate conflict
• use five communication tools to connect and collaborate in tough situations
• take a win-win approach to resolving differences of opinion.

Content