Getting Difficult Things Said
Assertively, Safely & with Respect
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Having to handle “difficult” feedback situations is one of the most challenging and important aspects of being a respected manager and leader…. when giving performance feedback, and in many other situations. This course teaches participants how to set up and implement a structured approach to giving difficult feedback; to develop trust and rapport within the team or with clients; to handle awkward staff and typical customer feedback situations assertively and with respect; to skillfully diffuse potential conflict; and to praise and motivate colleagues. |
Topics covered include:
- The Art of Effective Feedback
- How to Handle “Difficult” Situations… and People
- Barriers to Effective Feedback
- Think Coach, Not Policeman
- And If Not? – Cause and Effect
- Different Perspectives
- The Importance of Praise
- Reflective Listening Skills
- Understanding Body Language
- Assertiveness Skills & Saying No
- Four Step Approach to Solving Problems
- Handling & Diffusing Criticism
- Sarcasm, Silence, and other forms of Aggression
- Great Ways to Build Self-Esteem
- Building Personal Resilience
- “I “ rather than “You” – taking ownership of what we say
- Don’t Give Concessions – Trade Them
- Useful Phrases – a verbal toolkit
- Real-Life Scenarios
… and any additional topics specifically requested by the participants
