- Locations: Dubai
- Duration: 2 Days
- Call: +971 4 2753473
We have so many interactions in the run of a day, it's reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.
This workshop will help you teach participants how to:
- Define frame of reference
- Establish a positive intent and a desired outcome
- Use good communication skills during a conversation
- Draft a script for a difficult conversation
- Use specific steps to carry out a difficult conversation
- Access additional resources as required
- Maintain safety in a conversation
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Choosing to Have the Conversation
Your first step in managing a difficult conversation (even if it happens suddenly) is to consider the potential outcomes and decide whether or not the conversation has enough value for you. This session will show participants ways to consider the consequences, as well as how to explore their frame of reference, establish positive intent, and identify what they want from the conversation.
Toolkit for Successful Conversations
Good communication skills are crucial for a successful conversation. This session will give participants tools for managing their body language, speaking persuasively, active listening, asking questions, and using probing techniques.
Choosing the Time and Place
This session will give participants tips on choosing a good meeting place and time for a difficult conversation (if they have that option).
Framework for Difficult Conversations
Next, participants will explore a seven-step framework for difficult conversations. They will also create a template to help them plan future conversations.
In this session, participants will learn how to handle conversations which might be a threat to their safety.
Testing the Waters
To wrap up the course, participants will role play a difficult conversation that they have recently encountered.
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
About Etisalat Academy
We_They is the largest single-source business and telecom training solutions provider in the Middle East. For 30 years we have been providing training consultancy and human capital development services to telecoms, government agencies, oil & gas companies, financial institutions and organizations across all industries and business sectors.
We provide training and development programs ranging from cutting-edge technology courses in 3G, WiMAX, VoIP or IPTV, to career-changing leadership masterclasses, strategy workshops and business management seminars.
Based in the UAE and operating a 1.2 Million square feet training facility in Dubai, our partner network spans two continents and delivers world class training solutions to customers in over 28 countries in GCC and MENA regions.
We help organisations to:
- Develop effective leaders, managers and team members
- Discover and overcome competency gaps
- Measure and improve performance
- Build teams and improve communication
- Recruit and retain talent
- Build a knowledge culture
- Create an organisation-wide competency framework
- Stay competitive by using cutting-edge technology
Personal Development Related Questions
I am interested in customer service courses. Please advise me on advantages of the course in the ...
Unanswered //Jan 2, 2017 Customer service, Client Care and Customer Service