Business Communication > Dealing With Difficult Conversations In The Workplace

Dealing With Difficult Conversations In The Workplace

Course Objectives

• Create a new relationship with time and results
• Use various communication strategies to develop winning solutions for everyone
• Relate to different types of conversations effectively
• Deal with stress and negative emotions effectively
• Develop strategies for dealing with difficult conversations

Target Audience

Those involved in sales, marketing, front line, customer service and customer-support as well as everyone who has a stake in the organization’s top line revenue growth and its sustainability

Level for Front Liner and above

Methodology

To change your direction, shift your thinking.

However long ago you learnt to ride a bicycle, it’s likely an experience you’ve never forgotten. The skill remains with you today. When was your last corporate training program? How much of what was learnt is actively applied in your business today? Are all that remains the workshopmanuals left on your shelf?

Our programs are initiatives that last. They encourage new ways of thinking. They open up ways to create extraordinary achievements. We believe individual behavior and attitude contribute significantly to the overall excellence of your organization. So we focus on what really matters.

Our unique methodology of combining experiential, instructional and discovery learning, and supported by modern coaching technology, creates powerful shifts in attitudes and behavior that will encourage sustainable change in your organization. These changes make an impacton results where it matters.

In our programs, you can expect an extensive use of case studies, debriefing, dyads, facilitated coaching, feedback, games andactivities, group discussions, lectures, psychodramas, simulations, story-telling and structured instruments

Course Modules

Module 1: Overview
Module 2: Shifting Mindset
Module 3: Languaging
Module 4: Agreements
Module 5: Tools Of The Trade – The Telephone
Module 6: Handling Difficult Customers
Module 7: Handling Customer Complaints
Module 8: Coaching Wisdom

Get To Know The Trainer

Trainer Philip

Philip who has over 25 years’ corporate and entrepreneur experience, holds a Master of Management joint degree from The Wharton School, J.L. Kellogg Graduate School of Management and Chulalongkorn University (Thailand). He also graduated recently from Ken Wilber’s Integral Institute, USA and is a member of the International Coach Federation.

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