Course objectives
To enable the delegates to feel comfortable planning and conducting a potentially difficult conversation
Team Leaders, Supervisors, Managers or Directors
Suitable For
Content
The importance of building rapport
The magic of empathy
Communication barriers
Essential Communication skills
- Active listening
- Clever questioning
- Awareness of body language - yours and theirs
Preparation before the conversation
How to deliver negative feedback
Dealing with a wide range of emotions
Handling your negative feelings
Exercises and role-plays
Duration
One Day
“Jane was animated and was an enjoyable speaker. Jane was very informative and was able to answer all of our questions”
“Jane is well liked by my team, is always reliable to do a great job and is very flexible in a range of soft skills training. I would not hesitate to recommend Jane to others”