Tackling Challenging Conversations – Mastering Conversations at Work for EAs & PAs
About
Conversations are part and parcel of everyday living, but there is a lot more to them in work situations. Quite often, we know what we should do in a situation. But knowing how to conduct the conversation can be tricky and challenging. Some would go to great lengths to avoid a conversation that could potentially cause conflict or sticky situations.
Tackling Challenging Conversations helps you address issues, improve relationships, save time and effort whilst gaining more confidence in any conversation. A hands-on and practical course, you will explore the reasons why some conversations are difficult to initiate and how to turn these conversations into productive interactions.
Who should attend
• Executive Assistants
• Executive Secretaries
• Personal Assistants
• Legal Secretaries
Agenda
Day One
Master the 6Rs of challenging conversations
Learn the core rules that work for any conversation
• Rule #1 Be Results-focused
• Rule #2 Be Ready
• Rule #3 Be Real
• Rule #4 Be Respectful
• Rule #5 Be Responsible
• Rule #6 Be Resilient
Overview of conversations
• Why do some conversations lack focus
• How a focused and effective business conversation can give you the edge
• Keeping the conversation on course
• How to build rapport through calibration of language
• Assessing your conversational style preferences, strengths, weaknesses and flexibility
The influencing conversation
• The 5 mistakes to avoid
• Seek win-win
• Structuring the conversation
• Establishing clarity, objectives and expectations
• Giving and receiving feedback
• Building the relationship
• Getting agreement and ownership
• Tricks and techniques to success
Day Two
The conflict conversation
• The key to a conflict conversation
• Avoidance, passive behaviour, aggression and assertion
• Why confrontation is the weakest link in performance excellence
• Opening the conversation
• Structuring and controlling the conversation
• How to manoeuvre out of fuzzy and inconclusive confrontation conversation
• Timing, body language and non verbal cues
• Using the right language and tone
• Managing resistance
• Power of pause and silence
The coaching conversation
• Establishing objectives for coaching conversation
• Identifying and surfacing client’s issues and areas for improvement
• Removing performance barriers
• How to frame the coaching conversation to improve accountability
• Asking thought-provoking questions skilfully
• Monitoring progress and engaging clients in conversations
The delegation conversation
• Why is communicating delegation so difficult?
• Understanding your own delegation style
• Planning the delegation
• Communicating how the delegated task fits into the big picture and expectations
• Expectations and accountability – communicating and envisioning the end result
Facilitator
Penny Holden
Penny Holden has over 18 years in the field of learning and development as trainer, leader, manager, coach and programme designer. Operating in New Zealand, the UK and Australia, Penny has the enviable position of having trained in all sectors (private, government, corporate, NGOs) and across most industries. She brings this in-depth knowledge and experience to offer insightful, rigorous and highly practical and motivating training.
Her training programmes are packed with practical ideas, tools, up-to-date information and strategies for success. She actively works with participants to make training as individual and valuable as possible, ensuring a return on investment. Programme expertise includes leadership and management training, and developing people capability and organisational effectiveness at all levels.
Penny Holden is also facilitating:
In-house Training
Prices and Registration
Sorry, this event currently has no dates scheduled.
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