This course focuses on behaviours and is designed to equip ‘people who work and deal with people’ with the necessary skills to understand and read behaviours in others, as well as appreciate their own personal communication style.
It empowers participants to effectively handle a challenging conversation with practical strategies and techniques; using a proactive approach they learn to start and then manage conversations towards a fair, constructive and respectful outcome. Participants work with coaches and actors and learn by seeing and doing, in a safe, consequence-free environment.
It will particularly benefit anyone working in a customer facing environment, who may have to deal with awkward customers or a complaint situation. It will also benefit line managers to prepare for and manage effective appraisals or raise personal issues with colleagues.
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