Handling Difficult Conversations
Presented by Susan Croft
Consultant and Trainer, International Institute for Learning
Trust, confidence, rapport, and patience are essential ingredients to successfully handling a difficult conversation and giving negative feedback. In this course, participants will learn to navigate difficult conversations and distinguish between needs and wants, as well as manage expectations. We will also discuss how to provide feedback and conduct crucial conversations, including advice on one of the most underrated communication skills: listening.
Key Takeaways:
- Recognize early symptoms and possible resulting consequences of difficult conversations
- Describe human tendencies when dealing with difficult conversations, and strategies to regulate them to achieve an effective response
- Articulate best practices and pitfalls for effectively managing tough interactions
- Understand the ‘iceberg’ theory and how it relates to human behavior
Susan Croft
Susan is a qualified trainer and coach. She is accredited by the Project Management Institute to teach project management courses and the PMP prep program. She is a Partner with ASC Training & Consulting where she is responsible for sales, communications, project management and leadership training. She was also a co-founder and Executive Director of Skill-Pill Mobile Learning, a company based in London and offering mobile learning and information solutions to business. Susan is an international public speaker, corporate trainer, public relations practitioner and qualified executive coach. She has worked with hundreds of individuals who are going through work and life transitions and has offered guidance and advice on stress management, achieving promotion, realizing life goals and career development. She has a Post Grad diploma in executive coaching from Bristol Business School.
