LGNSW Learning and Development

This course is available via:

Interactive online
Remote learning tailored to your council

In-house face to face
Delivered at your council

Member calendar training
Either face-to-face or interactive online for individual participants

CONTACT

Learning and Development  

Phone: 02 9242 4000
[email protected]

An aggrieved man and woman in a heated discussion with a staff member.

Handling Difficult Conversations

Price: $440 incl GST
Duration: 9am-12.30pm

Employees are increasingly having to handle people who are challenging and difficult. This interactive and practical workshop is designed to assist staff to manage these situations in a constructive way.

Who should attend?
Anyone who comes into contact with external or internal individuals should attend this workshop.

Content
After describing a difficult scenario they have encountered in the past, participants will explore the following topics and techniques and apply them to their own situation:

  • The Levels of Conflict tool
  • Flight, fight and flow behaviours
  • “What do you say?”  exercise – an introduction to verbal judo
  • Behavioural styles questionnaire
  • Exploring how to handle those styles and stay safe
  • Assertiveness exercises and case studies
  • Strategies to reach an agreement
  • Better alternatives to handle negative behaviour
  • How to debrief after a difficult incident
  • Personal learning contract – how to transfer

Process
The facilitator will use case studies, a questionnaire, personal and participant examples, group discussions/individual exercises to assist the participants to become more confident, less stressed and more capable in dealing with difficult clients.

Local Government NSW has a range of experienced facilitators who use discussions, case studies and local government-oriented examples to help transfer learning to the workplace. Facilitator details will be available prior to the course.

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