Quality | Innovative | Training


This one day course has been designed for staff to learn how to have difficult conversations with clients, colleagues and managers. It aims to Increase confidence to have those conversations, understanding the benefits for you, the other person and the work by taking a look at the skills that you already use. You will learn simple techniques to create a positive outcome, identify techniques of Resilience, Assertiveness and look at how to use the skills to engage people including difficult situations. A full day’s informative, interactive and fun training course conducted in a relaxed and “safe” learning environment for staff

Who is Resilience training, difficult conversation and engaging challenging users aimed at?

Staff who need to have difficult conversations with clients colleagues & managers

Course Length

1 day

Learning Outcomes

Candidates will learn:- 

  • Understand your strengths and steps to utilising them
  • Communication filters, Active listening
  • Body language to use to engage people and to recognise signs of 
  • positivity and negativity
  • The steps of the confident conversation
  • Learn simple conversations to remove obstacles
  • The Three Conversation approach
  • Influencing and Negotiating techniques
  • Know Assertive techniques and recognise when to use them
  • How to build own resilience to increase positive outcomes
  • To give effective feedback in a way that encourages positive change
  • How to look after yourself when you don’t get what you want

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