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Course Overview
This course will provide delegates with the skills and confidence needed to handle challenging workplace conversations in a calm, professional, and constructive way.
Delegates will explore what causes communication to breakdown, learn simple, realistic strategies to stay steady under pressure, and practise assertiveness and active listening in a supportive environment.
The focus will be on practical tools which can be used straight away in day‑to‑day roles.
Course Content
The course will cover the following topics:
- Explore why conversations become difficult by looking at the communication cycle and common triggers
- Use simple communication theories such as transactional analysis to understand patterns and respond more effectively
- Develop assertiveness and practice staying confident, respectful, and clear
- Apply active listening skills to build rapport and reduce misunderstandings
- Learn to give and receive feedback constructively while maintaining professionalism and trust
Benefits
By working through real examples and practising in a small, supportive group, delegates will feel more confident approaching difficult conversations with clarity and composure.
Delegates will understand the dynamics that shape challenging interactions and learn strategies to manage emotions, maintain professionalism, and work towards constructive outcomes and by the end of the course, will feel better equipped to handle difficult conversations effectively and confidently.
Course Tutor
Mike Elward
Mike Elward BA (Hons) MscEcon PGCE, brings over 20 years of experience in education and management, with a decade in senior leadership roles at the highest level. He has a proven track record of empowering individuals and teams to achieve their full potential. Prior to his career in education, Mike served as an officer in the Royal Navy, where he developed strong leadership skills in demanding environments. He holds an undergraduate degree and a master’s in History, Politics, and International Relations, along with a Postgraduate Certificate in Education (PGCE). As an expert in coaching and change management, Mike is passionate about guiding organisations through transformative processes. His commitment to success drives him to help individuals unlock their potential and reach their goals.
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