Managing Tough Talks at Work

Tough conversations happen in all workplaces – no one is immune. Maybe you have a colleague that constantly tests your patience. Perhaps your team works under the constant strain of high-pressure deadlines. It could be that frustrated customers or clients are the norm for your industry or sector. Whatever your circumstances, all staff can benefit from training in the skills needed to de-escalate challenging situations. In this 90-minute session, participants will learn strategies to manage their reactions to tense situations, and to diffuse disagreements respectfully and safely when others become hostile.

In this course, you will:

• Understand our typical responses to stressful situations so that we can engage in conversations with empathy.
• Explore empathy and assertiveness as key tools for finding common ground and managing challenges.
• Practice techniques for de-escalating highly charged situations and providing helpful feedback.

The event Zoom link will be distributed to registrants one day before the course start date.