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Crucial conversations with customers
Who’s it for and what’s it about?
This course provides you with the opportunity to explore your ability of holding crucial conversations with customers. A range of different techniques will be investigated through the use of practical examples that will encourage you to make clear, focused and timely interventions when the need for a crucial conversation arises.
The course gives you the skills to deal with handling conflict with tenants and identify how to generate more positive results through an effective exchange of dialogue.
Course Content:
Recognising conflict
• Tools to identify conflict
• Identifying others Map of the World
• Seeing the situation through others eyes
Controlled Conversations
• ABC Model
• Impulse control
• SUGAR Model to achieve positive outcomes
• SCARF Model to maintain relationships
• Positive influencing
• Interpersonal skills and interpretation of body language signals
• Looking at Behaviour under Stress
Managing yourself whilst having a challenging conversation
• Social skills of listening and empathy
• Key questions that you must ask to gain insight
• Indicators that acceptance is being reached
• Case studies – analyse, think through and identify the most appropriate approach to several situations where a challenging conversation is critical
Learning Outcomes:
• Recognise how to hold challenging conversations to address a variety of issues.
• Identify trigger points and learn about impulse control.
• Use conversation and collaboration to resolve differences of opinion.
• Reduce the occurrence of conflict using the SUGAR model and questioning techniques.
Course date: 24/06/2025
Delivery: Remote delivery
Trainer: Brian Hutcheson
Cost: Member £110 / Non-Member £250
Book your place HERE or email info@share.org.uk
