Hello
Do you ever find yourself dreading having to handle an awkward, even deeply unpleasant, conversation with a colleague, family member or friend? A natural response, by many people, is to avoid such discussions. Some of us handle difficult conversations by adopting the silent treatment, as a way to coping with the issues. Other people simply avoid the difficult person altogether, so that they never end up in such situation. The problem however, is not always other people or the nature of the conversation, but the way we handle it. This practical and effective one-day course is designed to help attendees develop the skills, knowledge and attitudes required to handle awkward conversations, even when things turn highly emotional.

Delegates will also develop the skills required to provide concrete feedback when someone has done something wrong, to deliver bad news to those who do not want to hear it, and to disagree with others, whilst still maintaining and strengthening their relationships, whether at work or in their personal or social life.

When and where?
LONDON – 04 March 2015 at the Highgate Road Chapel, Chetwynd Road, London NW5 1BU. The venue is a 10 minute walk from Kentish Town tube on the Northern line, or 5 minutes from Gospel Oak overground. We start at 10am (with free refreshments from 9.45am) and finish by 4pm.
EDINBURGH - 20 February 2015 at Express by Holiday Inn Edinburgh-Waterfront, Britannia Way, Ocean Drive, Leith, Edinburgh EH6 6JJ.
How much?
From just £119 per person if you pay by card when you book. Or from £139 if you pay later. You can also add these optional extras: lunch for £12.99, training course materials and website membership for £6.99 and a certificate of completion for £4.99. (Please note that all prices quoted exclude VAT).

Booking is easy, safe and secure…
Visit www.crosshandstraining.org.uk and follow the links to your chosen workshop.
Phone 01584 890970
Email bookings@crosshandstraining.org.uk

Onsite
We can also tailor this or any of our workshops to fit your exact organisational needs and deliver the training in-house on your premises. We’ve done it this way already for more than 1,000 clients who find we’re great value with a full day from just £999. Why spend more than you need to sending delegates to external courses when the course can come to you?

COURSE SYNOPSIS
We all find ourselves handling awkward, even deeply unpleasant, conversations from time to time. A natural response, by many people, is to avoid such discussions. Some of us handle difficult conversations by adopting the silent treatment, as a way to coping with the issues. Other people simply avoid the difficult person altogether, so that they never end up in such situation. The problem however, is not always other people or the nature of the conversation, but the way we handle it. This practical and effective one-day course is designed to help attendees develop the skills, knowledge and attitudes required to handle awkward conversations, even when things turn highly emotional. Delegates will also develop the skills required to provide concrete feedback when someone has done something wrong, to deliver bad news to those who do not want to hear it, and to disagree with others, whilst still maintaining and strengthening their relationships, whether at work or in their personal or social life.

TOPICS TO BE COVERED
Handling Awkward Conversations
• The range of strategies used to manage awkward conversations
• Correct body language signals and gestures to be aware of during awkward conversations
• Understanding difficult people’s needs and how this can help to improve awkward conversation
• The important role of respect
• If you can't achieve a win/win situation, learn how to go for a BATNA
• The Role of Emotions
• The decision making process and what influences this

The Role of Emotions
• The decision making process and what influences this
• The role of emotion in the decision making process
• Best practice guidelines on improving awkward conversations
• Developing an action plan and using this to change the way you act when handling awkward conversations
• Using emotional self-talk and self-awareness to better understand other people
• Learn how to reduce negative and destructive self-talk
• Developing tactics for changing the way you think and feel to influence the way you act

Successfully Delivering Bad News
• Successfully handling conversation where people get highly emotional
• Preparing to deliver potentially bad news
• What to say at the beginning and using well-known techniques for delivering bad news
• Anticipating the range of reactions can you expect to receive when delivering bad news
• Handling people’s reactions to what you say when they become highly emotional or upset
• Apologising - how appropriate and useful is it when handling awkward conversations?

Apologising and its role in strengthening your relationship with others
• The ramifications of not apologising
• Being aware of the dangers of over apologising
• How to mean what you say and say what you mean

If you'd like to know more about this, or any of our other training courses, go to www.crosshandstraining.org.uk or to arrange a no obligation call back click here.

Best wishes

Richard

Richard Uridge
Crosshands, Coreley, Ludlow, Shropshire SY8 3AR
T: 01584 890970 F: 01584 890810 E: richard@crosshandstraining.org.uk

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