This course addresses the inevitability of difficult conversations and equips learners with strategies for effective communication and conflict resolution. Topics include legal and ethical considerations, preparation techniques, managing emotions, and handling employee and client complaints. By course completion, you'll learn to navigate difficult conversations and complaints with confidence, fostering positive outcomes and maintaining professional relationships.
All titles in our ready2work Personal Development range are tailored for individuals of all professional backgrounds and experience levels, offering essential skills in a wide array of everyday situations and settings. Whether you're just starting out in your professional journey or looking to take your career to the next level, this range is designed to equip you with skills and strategies to achieve your career goals.
Explore the inevitability of difficult conversations and legal and ethical considerations surrounding them to prepare for effective communication and conflict resolution. Develop skills in preparation, communication techniques, and managing emotions to navigate conflict, resistance, and de-escalate tensions during difficult conversations. Learn a simple process for handling employee and client complaints effectively, fostering positive outcomes and maintaining professional relationships.
Topics included: Difficult Conversations and Handling Complaints: Inevitability of Difficult Conversations - Legal and Ethical Considerations - Preparation - Communication Skills - Strategies for Managing Emotions - Navigating Conflict and Resistance - Different Conflict Styles - Strategies for De-escalating Tensions and Defusing Conflicts - Natural Responses - Handling Employee and Client Complaints - A Simple Process for Client Complaint Handling.
