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Managing Difficult Conversations

Classroom based course with materials provided and tutor support.

Cosensa

Summary

Price
£450 inc VAT
Finance options

We accept all major credit and debit cards.
Study method
Classroom
Duration
1 day · Part-time
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

Location & dates

Location

Address
Adelaide House
Falcon Road
BELFAST
County Antrim
BT126SJ
United Kingdom
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Address
Lauriston Place
EDINBURGH
Midlothian
EH39DE
United Kingdom
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Address
Pitt Street
GLASGOW
Lanarkshire
G24DT
United Kingdom
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Address
INVERNESS
Inverness-Shire
IV26AA
United Kingdom
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Overview

This Managing Difficult Conversations course is designed to help delegates reduce resistance and potential conflict either in person or when they are talking to people on the telephone. Delegates will learn how they can use these situations to their advantage to develop relationships and control situations in order to achieve a positive outcome.

Description

Contents

By the end of the Managing Difficult Conversations session delegates will be able to:

  • Understand the causes of difficult behaviour
  • Learn how not to take things personally
  • Understand different personalities types
  • Employ techniques to avoid getting into an argument
  • Handle and defuse verbal aggression
  • Develop ways to deal with difficult people
  • Understand different types of behaviour
  • Understand verbal and non-verbal behaviour and its impact
  • Develop assertiveness to reach a win-win situation
  • Things you do not do when using the phone

Course benefits

All our training programmes are delivered in a positive manner and in risk free environments. We actively encourage delegates to practice the skills needed to maximise the learning experience and we use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.

Additional information

This course is designed to give delegates the opportunity to learn, practice and receive feedback on the skills and behaviours they want to develop.

Trainers background

The trainer for this course has extensive experience in design and delivery of sales and marketing related training programmes. They have been delivering a variety of telephone sales and techniques courses to a mixture of SME's and major call centres for a number of years and are recognised for their excellence in this arena.

Who is this course for?

This course will be of particular value to managers, supervisors, customer service staff, salespeople, front line and call centre staff.

Requirements

There are no pre-course requirements for this short programme.

Career path

This course will support you in your career development whether as a front line member of staff dealing with customers or as a senior manager looking for techniques when dealing with staff.

Questions and answers

Certificates

Certificate of completion

Digital certificate - Included

Reviews

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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