Description

This course is designed for managers, supervisors and team leaders who may be required to manage difficult workplace situations and conduct challenging conversations with employees. The course explores how to identify situations that require management intervention and the importance of addressing significant concerns before they escalate. Learners consider situations including poor performance, complaints and grievances, workplace conflict and the communication of difficult business decisions. Learners are introduced to effective preparation for difficult conversations, including establishing the desired outcome, checking relevant facts, reviewing workplace policies and documentation, seeking appropriate support and selecting a suitable time and environment for the discussion. The course provides a structured approach to conducting conversations by stating the problem, listening and asking questions, acknowledging the employee`s perspective, reassessing the situation, identifying appropriate solutions and agreeing actions and next steps. The course also considers documenting, reflecting on and following up difficult conversations, together with techniques for managing emotions. Learners explore the importance of remaining calm, objective and empathetic, recognising the employee`s perspective and communicating clearly and respectfully while maintaining appropriate professional boundaries and confidentiality.

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