Objectives

Being able to deal with difficult conversations effectively is an essential business skill that is invaluable in maintaining good relationships in difficult situations and protecting the reputation of the Firm. Difficult conversations with Clients do arise and they need to be dealt with in an appropriate way that achieves the desired result and keeps the relationship intact.
This interactive practical online workshop will help those who find themselves in the position where they have to have difficult or awkward conversation with a Client where they might feel anxious and uncomfortable, maybe failing to get their point across in the way they want or even avoiding things altogether.
The course is aimed at helping those who would like to improve their confidence, skills and effectiveness in dealing with difficult or awkward conversations with Clients, especially in regard to being unable to accept a potential new assignment/case in times of large workloads when the need to manage workloads and prioritise new work means that the potential new assignment/case is lower in fee value than others.
It will help delegates display a confident, professional, and proactive approach when conveying difficult messages to Clients in such situations.

By the end of this workshop, you will be able to:
• Use skills and techniques to help respond confidently, proactively and appropriately to manage and control difficult conversations with clients and achieve a professional and successful outcome
• Use techniques to overcome personal barriers to communicate difficult messages and have that difficult conversation
• Avoid confusion and misunderstanding or lasting damage to an existing or new relationship through their communication of difficult messages
• Know how to structure the opening of a difficult conversation more effectively
• Have increased their ability to manage their and others emotions successfully when having a difficult conversation with a client
• Use skills to bring the conversation to an amicable and professional conclusion
• Recognise the impact on others of the way they communicate

Content

• Tactics for dealing with difficult situations
• Contemplating impact and effect of the difficult conversation
• Positive phrasing – avoiding triggers~
• Presenting a positive image and using positive language when having to say no to a new assignment and manage expectations
• Using preferred communication styles to manage the conversation and bring it to an amicable and professional conclusion
• Thinking about what you say, how you say it and use of tone of voice etc
• Techniques for diffusing aggression, conflict and disagreement
• Knowing how to focus on the positives and have a positive conversation to turn things around – the impact of positive words, positive attitudes and language
• Avoiding miscommunication and misunderstandings
• Remaining professional an n control when overcoming objections and preserving the Firm`s reputation
• Dealing with feedback from the Client

How To Book

Please contact your Learning & Development Manager if you are interested in this course.