Managing Difficult Conversations

For back-of-house, reservations, guest services, marketing, and sales teams working in Hospitality.

This session is discounted for members to £70pp and full price for Associate and non-members at £120pp - invoices will be sent following sign up, if this is not paid, your space will be cancelled.

This session has been developed for back-of-house, reservations, guest services, marketing, and sales teams working in Hospitality. The focus is on building confidence, resilience, and skill in handling challenging guest and stakeholder interactions – with a balance of live conversations (phone) and non-live written interactions (email, reviews, social media).

The areas covered during this training includes:

• Mindset and Confidence Foundations
• Core Communication Skills - 3Cs and Active Listening
• Difficult Scenarios Pratice - Live & Written
• Managing Aggression & Building Resilience
• Self Assessment Reflection