Address
126 Shevington Lane,
Shevington,
Wigan,
Greater Manchester,
United Kingdom WN6 8BJ
Contacts
Contact us: click here
Phone: 07974-677705
Your Promoting Excellence Certificated
Online Training Course
The ability to handle difficult conversations is an essential part of effective leadership and management.
It is widely recognised that the most influential form of communication is on a one-to-one basis.
Successfully managing conversations has many and varied benefits and can solve a variety of problems. Yet, many managers across various sectors find this aspect of their role very difficult and very challenging.
On completion of this course, it is expected that you will be able to manage your individual conversations with improved effectiveness and feel more calm, confident and better prepared in doing so.
This programme aims:
To improve self-confidence and competence in dealing with critical one-to-one conversations.
To learn or develop a range of skills and techniques to effectively handle difficult conversations.
How to use this course
Below are a series of downloads for you. Taken together, they will lead you, in a modular basis, through the whole of our Promoting Excellence 'Difficult Conversations - Part ONE (Introduction)' course, and will conclude with a certificate that you can download to show you have successfully completed the training - and have been officially certificated by Promoting Excellence Limited.
Part One is an introduction to the concepts and certifies you at PromEx Introductory Level. Part Two contains practice and reflection and certifies you at PromEx Master Level. You can study just Part One, or both Parts One and Two – as you wish – using the same login ID and password. Studying Part Two alone is not recommended as it assumes familiarity with the content of Part One.
Each module has video narration, so you are best to complete the course where sound will not disturb others around you. The course is linear, so you should start by downloading and completing the Introduction, followed by Module ONE, Module TWO and so forth. Your password and login ID gives you access to this page, in most cases, for a full year from purchase, so you will not need to rush, but can work methodically. Some downloads are quite large - up to 50MB or so - so you should only download the module upon which you are currently working, before progressing to the next one. Downloading everything in one go will put excessive load on the document delivery server and should be avoided.
Where a module has worksheets, bonus materials and handouts, these are listed below, in the order you will need to download them. Not all courses, and not all modules have worksheets or handouts, but where they do, they are listed below for you to download and use.
All modules are in Microsoft PowerPoint Show format. You need a copy of PowerPoint on your device to view them properly. The workbook is in PDF interactive format. The free PDF Reader from Adobe is the best way of ensuring complete functionality (the PDF viewers built-into browsers do NOT offer the full PDF specification).
Certification
When you reach the conclusion of the course, you will be able to click a link to your Promoting Excellence certificate.
Is the course for an individual or a group? Will they use this differently?
The course has been written for use by individuals or small groups. An individual will need to reflect on some of the ideas raised, and to jot down their thoughts. They may like to then discuss their ideas with peers, or a competent leader. A small group will find benefit in discussing the ideas and issues raised as a group, and perhaps agreeing on joint actions.
Aims
To improve self-confidence and competence in dealing with critical one-to-one conversations.
To learn or develop a range of skills and techniques to effectively handle difficult conversations.
Outcomes
On completion of this course, it is expected that you will be able to manage your individual conversations with improved effectiveness and feel more calm, confident and better prepared in doing so.
Some Housekeeping Points
In each module,you can go forwards to the next slide by clicking on the button in the top right corner of each module's slides.
To signify that a slide is fully completed and ready to advance, the button-label (next to the button) will flash.
You can also go backwards to look again at any slide you have completed. To do that click the button in the top left corner.
When going back through slides, their videos (if any) will not automatically re-play - but you can still play them again by clicking on them)
Courses work and run well on a PC - they should also work on a MAC. They may run on an iPad or a tablet, but this is not guaranteed.
Technical support on device configuration options can only be provided by your ICT department. The course has been tested on PCs running W10 and W11.
YOUR COURSE
A Promoting Excellence Certificate in FIVE Modules
You can complete the course as quickly or as slowly as you like. So long as you have a valid licence that is still 'in date', you can download your course material at any time..
REMEMBER - TO RUN THE COURSE YOU WILL NEED A RECENT VERSION OF MICROSOFT POWERPOINT AND THE FREE PDF READER FROM ADOBE.
TO DOWNLOAD ANYTHING - CLICK THE GREEN HEADINGS BELOW
---WORKBOOK ---
THE MANAGING DIFFICULT CONVERSATIONS (PART ONE) COURSE WORKBOOK - Start by downloading this - it will be your guide as you progress through the course. You can complete this on-screen, or you can print it. PLEASE REMEMBER TO SAVE YOUR WORKBOOK to your local computer. If you do not save it, you can download a new one at any time, but it will be a fresh workbook without any of your notes. Only your own saved workbook contains your notes and your notes are only saved if you click 'save' after writing them, or finishing your course for the day. This is true for all Workbooks and Worksheets also.
--- COURSE---
INTRODUCTION TO THE COURSE - Start by Downloading this and working through it. (ppsx file)
This is just an introduction, to clarify aims and outcomes and the course content.
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MODULE ONE - What is a Difficult Conversation? (ppsx file).This module gets our course underway by asking what do we mean by 'a Difficult Conversation'? Definitions are provided for you to compare with your own experiences, and we consider factors often common - sensitivity, confidentiality, personality, possible consequences, and emotionality.
The module explores common topics for Difficult Conversations, and there is a fun but hugely useful exploration of the importance of body language and first impressions when holding a Difficult Conversation.
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MODULE TWO - Why are Difficult Conversations Often Avoided? (ppsx file)
Why do many avoid difficult conversations? This Module explores, and helps solve reasons such as avoidance because of friendship, avoidance due to the worry that support will not be forthcoming from leadership in the organisation, avoidance because of the potential consequences of the conversation and avoidance because of lack of confidence, training or time.
The module discusses five main causes of anxiety, worry and fear of these situations.
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MODULE THREE - Managing Conflict in the Workplace (ppsx file)
Managing or addressing any form of conflict at work is especially important in order to achieve low absenteeism, high morale, a safe working environment, high performance standards, and high trust with good working relationships. Beginning with a discussion of the reasons conflict can occur, the Module explores the main sources of conflict in your workplace and how this conflict might be approached. A real-life scenario is supplied for you to assess and rate alternate solutions, and a standard, well-researched Conflict Model is introduced for you to better understand approaches to solving conflict.
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MODULE FOUR - Managing Conversations Effectively (ppsx file)
The best way to resolve difficult situations is through properly-conducted, one-to-one conversations.
This Module presents scenarios and discusses ways to manage the conversations effectively - presenting skills that can be transferred to your own practice.
You'll get practice and tips on using more specific, more objective feedback, and an understanding of why that is more effective at producing the improvements sought.
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MODULE FIVE - Critical Conversations (ppsx file)
'While no single conversation is guaranteed to change a career or resolve a difficult conflict, any single conversation can…'
A conversation where you manage emotions and information in a sensitive way is a critical conversation. The Module provides a Case Study as an opportunity to consider how to resolve a sensitive issue with a colleague.
A framework is provided for a purposeful dialogue, along with further advice on active listening and use of body language.
You can now download your certificate and the link is given in this module.
If you wish to develop your skills to an advanced level and to receive a Master Certificate, please consider studying Difficult Conversations Part Two - a very practical course with lots of situations to explore now you are fully abreast of the concepts..
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Thank You
Thank you for your purchase of this course.
We hope it truly helps you begin to become more expert at handling difficult conversations and obtaining better outcomes from them - no matter what your current hierarchical level.
126 Shevington Lane,
Shevington,
Wigan,
Greater Manchester,
United Kingdom WN6 8BJ
Contact us: click here
Phone: 07974-677705