Managing Customer Expectations & Difficult Conversations

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Many thanks for registering for the webinar, we look forward to seeing you online on the day. The link to join the session will be emailed to you in advance of the first session. Before you attend, we ask that you complete the WULF Learner Form https://forms.office.com/Pages/ResponsePage.aspx?id=3x7C10HVpEmfWnc3gy1Cxx4H-7g2QqVNu4yJolRm4fJUQUhaTkFFNTFTS1FYSzJBQU4yQUIyTkZPTC4u

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Online Event

Sales Have Ended

Registrations are closed
Many thanks for registering for the webinar, we look forward to seeing you online on the day. The link to join the session will be emailed to you in advance of the first session. Before you attend, we ask that you complete the WULF Learner Form https://forms.office.com/Pages/ResponsePage.aspx?id=3x7C10HVpEmfWnc3gy1Cxx4H-7g2QqVNu4yJolRm4fJUQUhaTkFFNTFTS1FYSzJBQU4yQUIyTkZPTC4u
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A free course for public service workers across schools, health and social care

About this Event

This highly practical webinar will review the key ingredients to undertake a 'courageous conversation’ in an objective and confident manner. It provides an opportunity to practice the art of communicating in a way that you gain impact with different kinds of people.

All of us can remember the times when we have not addressed individuals or groups about issues that need discussion, negotiation and resolution.

Quite often we are disappointed with ourselves for failing to do what we know in our hearts is the right thing. To ensure this does not happen too frequently we need to find a way to undertake these difficult (courageous) conversations.

Preparation and a structured process are the keys to success in having our ‘courageous conversations’ and explaining clearly where we stand. We need to undertake the conversation in as objective a fashion as possible whilst still recognising the fact that there is considerable emotion attached to the process.

Key Topics Covered are:

  • Identifying expectations, options and boundaries,
  • Understanding the communication element of having a difficult conversation,
  • Being clear about why feedback is essential to maintain objective, honest professional relationships,
  • Having the confidence to use a range of techniques to ‘Nip issues in the bud’,
  • Gain confidence when preparing to have a ‘Courageous Conversation’

This course is organised by UNISON Cymru Wales and is funded by the Wales Union Learning Fund (WULF).

To attend this course, you must be living/working in Wales and be employed in the schools, health or social care sector.

It will be delivered using Microsoft Teams, and you can take part using your laptop, PC or mobile device. Once you have registered your place, joining instructions will be emailed to you in advance of the course start date.

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