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Managing Difficult Conversations

Event/course Code EDU 20/716
Event/course type Workshop
Event Introduction This online workshop is intended to provide delegates with the knowledge and skills to effectively respond to difficult situations and conflict with both service users and colleagues. The focus of the course will be on strategies to correctly assess the situations and reduce the likelihood of escalation through the effective communications techniques.

Please note this is an online course and a joining instructions will be sent to you prior to the course start time . We recommend that all delegates login to the session in plenty of time to avoid any technical delays.
Event Content It is more than likely that during your working life you will need to have a difficult conversation, they are a part of most workplaces. Difficult conversations may involve you delivering difficult feedback as a manager, sharing changes or following up everyday work challenges with colleagues or other professionals. We all have to have those conversations at one time or another.

With the ever increasing business performance pressures we are all expected to work in very different ways. It is everyone’s responsibility to tackle these head on and it is essential if businesses want to maintain employee engagement and productivity in tough times.

Whilst it is important that you effectively prepare for any difficult conversations you have, and set yourself clear goals and objectives, it is often the fear of the conversation that puts colleagues off tackling the issues. Often colleagues are intimidated by the conversation and then spend an inordinate amount of time thinking about it – which in itself raises anxiety and stress levels.

This half day session is designed to provide key skills in managing difficult conversations, including building confidence in delivering difficult messages and setting direction during critical conversations.

CMS Training have been delivering Conflict Management and Personal Safety training to staff in the private and public sector for over 12 years. They currently deliver this training to over 60 local authorities across the UK and over 33,000 delegates have completed our training courses.

This is an online workshop which will be live sessions with an experienced trainer from CMS Training and will be fully interactive with online polls and quizzes and the opportunity to type questions or ‘raise a hand’. The duration of the training will be a half day (3 hours). No special software is required and course access is a simple link through a web browser. The link will be emailed to you prior to the course date.

Please note that schools subscribing to a Service Level Agreement can book two members of the team on to this online workshop at a cost of one half day SLA. This is due to the reduced cost of the training being virtual. Pay as you go customers will be charged £32.50.
Event Learning Outcomes By the end of this sessions delegates will be able to:

• Describe the fight/flight response & emotional responses to threats.
• Explain and give examples of triggers and inhibitors to aggression.
• Observe and assess risk in a situation using a “dynamic risk assessment”.
• Describe a simple model of two-way communication.
• List the common types of physical and emotional blocks to communication.
• Explain some considerations for communicating during conflict with people who have learning disabilities or mental health issues.
• Recognise submissive, assertive or aggressive behaviour.
• Demonstrate an effective method of defusing conflict.
• Demonstrate a simple four step conflict resolution model.
Trainers Amanda Brand
Course categories Practitioner Processes (recording, analysing, reporting)
Age Ranges
0 - 5 yrs No 5 - 7 yrs No 7 - 11 yrs No 11 - 19 yrs No 19+ yrs No 
Event/course administrator Workforce Development (
Event/course costs
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SessionSession DateSession TimeSession VenueMap
Session 1Monday 2 November 202009:30 - 12:30Home Study, N/A, N/A, N/A