Managing Verbal Conflict

Overview

This session has been designed to provide you with the practical tools to enable you to prepare for and engage in difficult conversations with customers and colleagues.

Who is Managing Verbal Conflict aimed at?

All staff

Course Length

1 day

Learning Outcomes

By the end of the course delegates will be able to:- 

• Identify the practical ways in which we can prepare ourselves for difficult conversations.
• Discuss the reasons why people may behave in ways that we find to be challenging.
• Outline the unique features about having difficult conversations on the telephone and via virtual platforms.
• Describe how we can be more assertive in our communication.
• Apply practical tools to defuse conflict and steer conversations to positive conclusions.