Call Centre Training - Sales and Customer Service Training for Call Centre Agents - Distance Learning CPD 
Business Leadership - Becoming Management Material - Distance Learning CPD 
Customer Service 
Business Succession Planning - Developing and Maintaining a Succession Plan - Distance Learning CPD 
Anger Management - Understanding Anger 
Catheterisation 
Care Certificate Standard 14: Handling Information 
Building Your Self Esteem and Assertiveness Skills - Distance Learning CPD 
Time Management 
Care Certificate Standard 04: Equality and Diversity 
Care Planning and Record Keeping 
Care Certificate Standard 03: Duty of Care 
Tissue Viability - Wound Bed Preparation 
Positive Behavioural Support 
Dementia - Interventions for Cognitive and Non-Cognitive 
Infection Control Level 3 
Palliative and End of Life Care 
Advanced Writing Skills - Distance Learning CPD 
Care Certificate Standard 08. Fluids and Nutrition 
Business Etiquette - Gaining That Extra Edge - Distance Learning CPD 
Communication Strategies - Distance Learning CPD 
Care Certificate Standard 13: Health and Safety 
Basic Business Management - Boot Camp for Business Owners - Distance Learning CPD 
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.
Learning Outcomes:
- 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
