Dealing with Difficult Situations with Colleagues and Clients

Suitable for: ALL team members who would like to become more able at framing challenging conversations in a structured and effective way. By doing so, they will achieve their purpose in getting the desired message across without damaging relationships.

Key content:

• what makes ‘difficult’ conversations difficult?
• different character types and how we can flex our discussion styles to suit the situation
• how to prepare for difficult conversations
• how to handle difficult conversations assertively, empathetically and professionally
• the Mercia Difficult Conversations framework