Mastering Conflict, Communication & Client Management

Introduction

This virtual classroom seminar will enable delegates to develop proactive skills for preventing and managing challenging interactions by exploring how conflict arises and how to de-escalate tense situations before they escalate. Delegates will learn techniques to remain calm, communicate clearly, influence without confrontation and maintain professionalism and constructive working relationships while managing difficult conversations.

The course also addresses how to handle challenging client behaviours and internal professional interactions by managing expectations, responding confidently under pressure and protecting professional boundaries to achieve positive outcomes.

In addition, it will highlight the importance of advanced non-verbal communication, helping delegates recognise body language, tone and presence in themselves and others to improve understanding, strengthen communication and reduce the risk of misunderstanding or conflict.

What You Will Learn

This live and interactive course will cover the following:

• Proactive conflict de-escalation techniques
• Managing and dealing with difficult conversations with clients and colleagues
• How to deliver unwelcome messages professionally
• How to read behaviour under stress
• Advanced listening and influencing skills for professionals
• Tips on persuasion without confrontation
• Non-verbal cues and micro-behaviours that escalate or defuse conflict

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.