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Handling Challenging and Sensitive Conversations - 2 day course

Course Code
Course Types
Training Event
This course is available to all managers of staff (In order to attend you must manage staff)


This course enables managers (of staff) to focus on and begin practising the skills required to initiate and manage effectively the types of conversations they or others may find challenging.
Start Date
Monday 24 September 2018
End Date
Tuesday 25 September 2018
09:30 - 16:30
Learning outcomes
By the end of this course you will be able to:  

  • manage under performance or inappropriate behaviours

  • manage sensitive conversations linked to health, gender, race and sexuality or other personal/individual matters

  • explore your personal impact and presence in a workplace and the links to assertive, passive, aggressive and passive/aggressive behaviour

  • understand the behavioural iceberg model linked to behaviour and emotion

  • explore the concept of Transactional Analysis (TA) to help us respectfully appreciate and work with why people behave in the way they do

  • understand the core communication skills required to effectively:
      Listen and question
      Build and Maintain
      Mask our Emotion

Additional information

Staff who have attended this course have said:-

  • Have a lot more all round knowledge of how to conduct these conversations and myself during them. I also have a lot more confidence to engage in these conversations. I have also gained an understanding of how I come across when engaged in these situations. I will be a more understanding and aware with my colleague and customers. I will be able handle these situations more independently with confidence, which should reflect positively on the professionalism of myself and my team. I feel I have got so much from this course on many levels that I can use both professionally and in my personal life. I highly recommend this course.
  • Lots of good practical advice re challenging behaviours.
Target Audience
This Event is for Brighton & Hove City Council Staff Only
target audience
Course pre-requisites
Hove Town Hall - Training Room G106, Norton Road
Event Trainers
Richard Dunstan
Pricing Bands
Tier 1
Tier 2
Tier 3
Tier 4
Tier 5