- Difficult Conversations - Level 1
- Difficult Conversations | Level 2
- Difficult Client Behaviour
- Giving + Receiving Feedback
- Essential Communication Skills
Difficult Conversations in the Workplace – Level 1
This 1-day workshop will assist the manager/ worker/ staff member to understand and demonstrate the skills, techniques and model in having difficult and necessary conversations.
A difficult and necessary conversation is anything you find hard to talk about but know that you need to. The issue is often how to start sensitive conversations that will invite open and constructive dialogue. When interactions become difficult, emotions often escalate and communication can break down. We often fear having the difficult conversation as we are concerned that we may make the situation worse – so we may try to avoid it or if we know we have to have it, we may try and blunder through it. This course will provide the necessary understanding, skills and confidence to manage the discussion effectively. The difficult conversation in the workplace will be necessary for the manager with employees, between colleagues and with clients. It is also applicable for challenging interpersonal conversations. This course will explore difficult conversations utilising the Harvard Negotiation Project model.
Members of the APS, the AASW + ACWA may also receive CPD hours toward their professional development requirements.
NB/ We can facilitate in-house training workshops virtually via Zoom or F2F (in-person).
Learning Outcomes
- Understand and demonstrate the Harvard Negotiation Project model including the initial ‘what happened’, feeling & identity conversations; and, the subsequent transformative learning conversation.
- Demonstrate how to start sensitive conversations that invites constructive dialogue and builds open communication.
- Know the importance of your purpose in a Difficult Conversation.
- Learn to have Difficult Conversations from a collaborative mindset (including the concepts of the ‘And’ Stance, impact & intention and contribution) rather than from a battle of messages.
- Understand and incorporate the distinction between curiosity vs. certainty into Difficult Conversations.
- Learn how to deal with challenges in Difficult Conversations.
- Create mutually satisfying outcomes by utilising a learning conversation to encourage collaborative negotiation and problem-solving.
- Gain greater confidence in having Difficult Conversations.
We are more than happy to have a chat about the learning needs of your team and how we can assist!
Difficult Conversations in the Workplace – Level 2
This 1 day virtual workshop follows Difficult Conversations Level 1 (Essentials). It explores in further detail how to have those difficult + necessary conversations – in particular, how to manage any difficult challenges that can potentially arise, how to be mindfully aware of triggers and how to assess whether alternative options to the DC are appropriate. This course utilises the Harvard Negotiation Project model for difficult conversations in the workplace and is necessary for the manager with employees, the executive leader with committees/ boards, between colleagues/ organisations or from staff to management, and with clients. It is also applicable for challenging interpersonal conversations.
Members of the APS, the AASW + ACWA may also receive CPD hours toward their professional development requirements.
NB/ We can facilitate in-house training workshops virtually via Zoom or F2F (in-person).
Learning Outcomes
- Understand and refresh the Harvard Negotiation Project model including the initial ‘what happened’, the feeling + the identity conversations.
- Refresh the essentials, including how to start the conversations, clarity on purpose, mindset, multiple perspectives, impact vs intent, the ‘AND Stance’, CINO, POO + N&N.
- Explore the most common challenges in a DC (including blame, defensiveness, avoiding, closing/ shutting down, emotionally heightened, personal attacks, deflecting, etc) and how to overcome these.
- Explore when a difficult conversation is not appropriate/ not going to assist the situation and alternative options.
- Explore case examples and apply strategies to manage challenges + create understanding.
- View DC demonstrations + practice having difficult conversations in a safe space.
- Explore the importance of mindfulness and awareness of triggers during the conversation.
- Gain greater confidence and a practical skill-set to have difficult to connected conversations.
We are more than happy to have a chat about the learning needs of your team and how we can assist!
Difficult Client Behaviour
This 1 day or ½ day workshop will assist professionals to deal with client behaviour on the difficult to aggressive continuum. The training will present and practice the MCB (Managing Challenging Behaviour) model and the related communication skills and strategies – in responding to, and managing, challenging behaviour.
Members of the APS, the AASW + ACWA may also receive CPD hours toward their professional development requirements.
NB/ We can facilitate in-house training workshops virtually via Zoom or F2F (in-person).
Learning Outcomes
- Define conflict and explore the possible causes and barriers to resolution.
- Identify the different levels of conflict and the 4 approaches to conflict situations.
- Clarify and demonstrate the 7-step MCB (Managing Challenging Behaviour) model.
- Understand and practice assertive communication skills and strategies in relation to challenging behaviour.
- Understand how to respond appropriately when challenging behaviour crosses into aggressive or threatening
- Understand which intervention to adopt depending on the aggression trigger (i.e. fear vs. frustration vs. mental health / intoxication vs. loss)
- Understand the assault cycle, outline potential trigger factors and assess where difficult behaviour may be considered a risk management issue.
We are more than happy to have a chat about the learning needs of your team and how we can assist!
Giving + Receiving Feedback
This interactive and stimulating 1-day workshop will assist the manager + staff to move beyond resistance and defensiveness (self + other) by exploring how the power of feedback can strengthen personal + professional development AND workplace culture + productivity. The essential skills and techniques to give + receive feedback (based on the Harvard Negotiation Model Project) will be presented + practiced and can be utilised for workplace, client and interpersonal feedback conversations.
Members of the APS, the AASW + ACWA may also receive CPD hours toward their professional development requirements.
NB/ We can facilitate in-house training workshops virtually via Zoom or F2F (in-person).
Learning Outcomes
- Practice skills + techniques to enable a confident and constructive feedback conversation that encourages mutual learning + understanding.
- Understand the essential role of effective feedback for personal + professional growth and a healthy + high-performing team culture.
- Identify the 3 triggers that can impede the feedback conversation and how to sort + filter to find the value in feedback.
- Develop insight and skills to navigate tricky feedback situations + boundaries.
- Understand how to start + frame, coach vs criticise, collaborate vs tell and move forward with follow-up agreement to reduce resistance and encourage participation.
- Understand the importance of mindfulness + psychological safety in managing emotional reactions when giving + receiving feedback.
We are more than happy to have a chat about the learning needs of your team and how we can assist!
Essential Communication Skills
This ½ day workshop will assist professionals to develop essential communication skills to create mutual understanding + connection in the workplace. This communication course will discuss the common communication barriers and practice the interpersonal skills – active listening, empathy, engagement, assertiveness, verbal + non-verbal language – necessary for confident + successful workplace communication with colleagues + clients.
Learning Outcomes
- Understand communication styles (assertive/ passive/ aggressive) and verbal + non-verbal communication.
- Gain insight + awareness into your communication impact and how it ‘lands’ with the other.
- Understand others’ perspectives and how to assertively respond with empathy + emotional intelligence.
- Learn how to question with curiosity + an open mindset to create communication clarity.
- Demonstrate active listening to ensure understanding + engagement with others.
- Understand the common communication pitfalls and how to prevent.
- Gain confidence to become an expert communicator.
We are more than happy to have a chat about the learning needs of your team and how we can assist!
“10/10! What a SUPERSTAR facilitator!”
Sydney
Contact Us!
We’d love to hear from you!
0425 837 756
1300 916 108
scott@fightingfair.com.au
