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Managing difficult conversations & behaviours

11th May 2023

Webinar Details:

  • Date: 11th May 2023
  • Time: 10am
  • Webinar Length: 1 hour 45 minutes
  • Tutor: Anne Webb

Cost: £40+VAT

Read Learning Outcomes

Learning outcomes for the session:

  • Knowing how policy and process frameworks & good communication can help prevent problems from arising
  • Knowing why you might feel nervous when having difficult conversations and how to manage that
  • Understanding how non verbal communication contributes to your conversations
  • Being aware of open and closed questioning and where and how to use them
  • Understanding how to use active listening skills
  • How to prepare for and hold a difficult conversation with a team member


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What Other Charity Retailers Are Saying

“My team have really enjoyed and benefited from the training.
It’s been simple to access, great value for money and so good to be able to have a one-stop shop for all my team’s training needs.”

Iain Burnett, Head of Retail
Wandsworth Oasis

“I’ve now completed the course and want to say thanks. I very much enjoyed it and found the content really helpful. I now have lots of great ideas which I look forward to implementing. “

Amanda Ashford, Shop Manager, Wandsworth Oasis

“I gave your training to one of my furloughed staff to try out, and they think it’s fab. Lots of useful content that doesn’t reinvent the wheel but gives useful, practical suggestions. The fact that both you and Jayne have so much experience really shines through. They loved how “empowering” it is, which is the culture of my department. Looking forward to rolling it out across my team later this week. Thanks for such a good resource.”

Ross Henderson, Head of Retail, Severn Hospice

“Congratulations on producing a wonderful “lockdown learning” resource which will help me train and update the retail staff and prepare them to return. It will also help me to maintain a connection – and I do believe it will positively impact their mental health and well being.”

David Burrell, CEO, Primrose Hospice

“Thank you – I have found this really thought-provoking and helpful.”
“Thank you for a very insightful session.”
“Very useful and particularly thought-provoking.”

Delegate feedback from our Equity, Inclusion & Diversity session

The sessions were very useful and interesting, easy to access and watch. Thanks – I loved it.”

Susan Gibson, Shop Manager, Highland Hospice

“Excellent course and tutor, information was so relevant and helpful”

Anne Beard, Interim Warehouse Manager, Essex & Herts Air Ambulance

“I think the course was amazing and should be rolled out nationwide”

Delegate on our Equity, Diversity & Inclusion course

“As an accountant advising small charities, I was looking for a detailed introduction to the Retail Gift Aid scheme and how to implement effectively – the course was exactly what I was hoping for.”

Steph Beeston-Clarke, Beeston Clarke Accountants