About

Conversations are part and parcel of everyday living, but there is a lot more to them in work situations. Quite often, we know what we should do in a situation. But knowing how to conduct the conversation can be tricky and challenging. Some would go to great lengths to avoid a conversation that could potentially cause conflict or sticky situations.

Tackling Challenging Conversations helps you address issues, improve relationships, save time and effort whilst gaining more confidence in any conversation. A hands-on and practical course, you will explore the reasons why some conversations are difficult to initiate and how to turn these conversations into productive interactions.

Who should attend
• Executive Assistants
• Executive Secretaries
• Personal Assistants
• Legal Secretaries

Agenda

Master the 6Rs of Challenging Conversations

Learn the core rules that work for any conversation

Rule #1 Be Results-focused

Rule #2 Be Ready

Rule #3 Be Real

Rule #4 Be Respectful

Rule #5 Be Responsible

Rule #6 Be Resilient

Overview of Conversations

• Why do some conversations lack focus
• How a focused and effective business conversation can give you the edge
• Keeping the conversation on course
• Assessing your conversational style preferences, strengths, weaknesses
• The key to any successful conversation

 The Influencing Conversation

• The 5 mistakes to avoid
• What influencing really means
• Possible structures that keep you on track and influence
• Establishing clarity, objectives  and expectations
• The role of giving and receiving feedback
• What it takes to build relationship and rapport
• Getting agreement and ownership
• Tricks and techniques to success

The Conflict Conversation

• The key to managing any conflict conversation
• Avoidance, passive behaviour, aggression and assertion
• How to avoid confrontation and conflict without avoiding the conversation
• The opening the conversation
• Structuring and controlling the conversation
• How to manoeuvre out of fuzzy and inconclusive confrontation conversation
• Timing, body language and non verbal cues
• Using the right language and tone
• Managing resistance
• The power of pause and silence
• Expectations and accountability – communicating and envisioning the end  

     result

• Argument vs. Debate
• Avoiding conflict remorse!

Facilitator

Penny Holden

Penny Holden has over 18 years in the field of learning and development as trainer, leader, manager, coach and programme designer. Operating in New Zealand, the UK and Australia, Penny has the enviable position of having trained in all sectors (private, government, corporate, NGOs) and across most industries. She brings this in-depth knowledge and experience to offer insightful, rigorous and highly practical and motivating training.

Her training programmes are packed with practical ideas, tools, up-to-date information and strategies for success. She actively works with participants to make training as individual and valuable as possible, ensuring a return on investment. Programme expertise includes leadership and management training, and developing people capability and organisational effectiveness at all levels.

Penny Holden is also facilitating:

• Advanced Train the Trainer
• Change Management for Managers in Times of Restructuring & Redundancies
• Communicating with Diplomacy, Influence and Credibility
• Dealing with Difficult People for EAs & PAs
• Tackling Challenging Conversations for Team Leaders & New Managers
• Team Leaders & Supervisors Survival Tactics
• Train the Trainer

In-house Training