Shop

Managing Difficult Conversation

65,000.00

We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.

Description

Course Outline

  • Choosing to have the conversation
  • Toolkit for successful conversations
  • Choosing the time and place
  • Framework for different conversations
  • Conversation template
  • Staying safe
  • Roleplay practice

 

Learning Objectives

At the end of this training program, participants would be able to:

  • Define their framework reference,
  • Establish a positive intent and the desired outcome
  • Know how to draft a script for a difficult conversation; and
  • Use specific steps to carry out a difficult conversation.

Who Should Attend

Call Centre Agents,

Customer Service Executives and

All who interact with Customers

Reviews

There are no reviews yet.

Be the first to review “Managing Difficult Conversation”

Your email address will not be published. Required fields are marked *

X