Quality/ Difficult Conversations (1 Day)

Frequently Asked Questions

• How is the course delivered?

  Open courses are delivered via The TCM Academy in London and we also run courses across the UK. We are also able to deliver this course onsite at your own location. This works well for groups of 6 delegates or more. Online courses are delivered via Zoom.

• What do delegates learn on the course?

  Participants benefit from attending this course in the following ways, they will;

  • Understand how to prepare for, hold and reflect upon a difficult conversation including managing strong emotions and difficult behaviour.
  • Have an enhanced ability to recognise and overcome the blocks, barriers and fears around having difficult conversations.
  • Understand preferred personal approaches and their impact.
  • Develop effective and assertive responses to challenging behaviours and strong emotions.
    Give and receive feedback using TCM’s nondefensive formula.
  • Have a greater range of active listening and reframing skills to move a situation forward.
    Have capability to create and manage boundaries and set clear goals.
• How is the course structured?

  Module 1: What is a quality conversation?

  module 2: Understanding your approach

  Module 3: Framework for giving a difficult message

  Module 4: Preparation for the conversation

  Module 5: Skills for the conversation

  Module 6: Receiving a difficult message

  Module 7: Giving a difficult message

  Module 8: Working with strong emotions

  Module 9: Reframing the conversation

  Module 10: Getting results at informal resolution

• What teaching and learning methods do you use?

  TCM trainers are experts at creating a safe, empowering and challenging training environment.

  This course utilises a variety of teaching styles, including facilitator presentation, participant discussion, personal reflection, group exercises, workshops and role-plays.

  All activities take into account participants’ individual learning styles and provide a broad range of experiential and shared learning. All delegates receive twelve months’ follow up support to help them to embed the learning.

• Is this course accredited by an external body?

  This course is fully certified by The CPD Certification Service and is delivered by the UK’s top resolution experts.