DEALING WITH DIFFICULT CONVERSATIONS AND SITUATIONS

DEALING WITH DIFFICULT CONVERSATIONS AND SITUATIONS

Short URL

https://governors.ealingcpd.org.uk/courses/bookings/c_detail.asp?cid=18862

Event code

SCH 21/448

Event description

This sessions relevant to all governors and head teachers from all school settings. The aim is to examine the theory of good effective communication skills and to put in to practice strategies that will help defuse tension, manage difficult situations and recognise what outcomes it is your colleagues or parents are really seeking.
Any person, including members of the general public, may make a complaint about any provision of facilities or services that a school provides. Furthermore, complaints are on the increase generally. Whatever policy you have in place, whether staff grievances or parental complaint, you can be sure of one thing - they cost time, money and cause huge anxiety to all parties involved.

However, learning how to handle different personality types and appreciate issues from other perspectives can turn a potentially negative situation into a winning outcome for all parties involved.

This session will cover practical skills:
•      Appreciating behaviour dynamics
•      Anger management techniques – defusing the emotion
•      Right use of language and phrases
•      Focusing on future outcomes

The objective of the session will be to embed simple strategies from adjustment of body language to use of assertiveness, appropriate voice and tonality, to afford better and more effective communication skills and reach a solution for all parties concerned.
Delegates will have the opportunity (as appropriate) to share experiences, in a confidential environment and build their confidence and skills in dealing with different personalities and challenging situations.

This session will be delivered by Wendy Smith, communications coach and trainer.

Face to face at Ealing Education Centre

Training objectives

By the end of the session delegates will be able to:

Demonstrate an understanding of the stages of anger and work to avoid escalation and reach a satisfactory conclusion.

Be able to demonstrate they have recognised the other person’s concern by use of acknowledgement and paraphrasing.

Understand and practice fine-tuned listening skills to enable better outcomes

Recognise the difference between aggressive and assertive behaviour, the adverse effects of non-assertive behaviours. Practice using ‘I’ statements to embed learning.

Target Group

Suitable for all governors

Subject areas

Target audience