Critical Conversations

Critical Conversations

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A ‘Critical Conversation’ is defined as one where the stakes are high, the emotions are strong and opinions differ. Often these conversations are avoided because the individual does not have the skills to cope with the difficulties they raise. The subsequent result is no change and no improvement. Of course these conversations can arise with both internal and external customers.

Several topics fit under this generic banner dependant on context. These include:

  • Negotiations
  • Handling critical conversations
  • Dealing with differing personalities
  • Active listening
  • Non-violent communication
  • Presentation skills
  • Coping with the difficult conversations
  • Building rapport
  • Negotiating effectively (a one day workshop programme)



The module looks at the strategies an individual can use to generate influence, including the use of varieties of ‘power’, rapport building and the use of value based reward strategies. Potentially making use of professional actors, the delegates are made to role play a number of key challenging scenarios which require negotiation. They will understand the key components of influence and negotiation, and will reflect on how this is critical in engaging and developing others.

Delegates will study the journey of influence, and practice the use of tools to move conversations forward in a manner which gains shared understanding. This skill is critical in an individual’s ability to lead others. They will be asked to complete a relationship map, and will explore the interferences and stories which get in the way of effective communication.


What you will learn

  • Advanced questioning techniques
  • Active listening
  • The powerful use of language to influence
  • Rapport building skills
  • Objection handling

Making it live on a daily basis is the key to success – the link between learning a new process and skills, change in attitude and beliefs, and a commitment to continuous improvement are the cornerstones for a change in sales activity, and improved discretionary behaviour.


Who can benefit

  • Newly appointed Managers
  • Senior Executives, Directors
  • Sales Directors
  • People who want to maximise the effectiveness and enjoyment of their careers, and achieve a feeling of fulfillment and progression
  • Individuals who have management responsibilities, but no formal training, and are serious about developing their abilities
  • Practicing team leaders seeking to move up to the next level of management
  • Managers who need to lead people through organisational change, budget cuts or other pressures



We believe that any intervention must become sustainable within the organisation, and that a true shift in performance only occurs when Senior Management are cohesive, and are truly engaged, and committed to the power of Emotional Intelligence (EI) and Employee Engagement.

We aim to strike a balance between dependence and interdependence, by offering to help you train your own staff via our ‘Train the Trainer Programme’, and assist you build a learning platform that keeps all of your interventions alive post any change programme.

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