Managing difficult conversations & behaviours – 9.11.23

£45.00 excl. VAT

From time to time in charity retail we all have to deal with difficult behaviour, either from our teams or from the public. Having conversations to manage this can feel scary and challenging, even to the best of managers. This session will give you the foundations to be able to face these sometimes challenging situations with confidence. We will share tips, ideas and information that will help manage a variety of behaviours and give you the tools you need to navigate through the trickiest conversation.

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

Webinar Details:

  • Date: 9th November 2023
  • Time: 10am
  • Webinar Length: 1 hour 45 minutes
  • Tutor: Anne Webb