Handling Challenging Conversations

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Communication in any organisation is complex and challenging. This is particularly so in the diverse community of a University where there are emotive internal and external communications that often have a significant impact. This can create emotive responses which can be challenging to handle.

Self-awareness as well as an awareness of others' needs is crucial and this workshop is a chance for members to explore in more detail their own approach to having challenging conversations and to further develop some strategies that work for you, as well as understanding other tools that could help.

The session will happen between 9:30 - 12:30. You only need to attend 1 session. This is the same session repeated.

Light refreshments will be provided, please email staff-training@eng.cam.ac.uk for any dietary requirements or adjustments.

All staff in the Department of Engineering. Leadership and supervisory positions in the Department of Engineering.

Please note this is for staff members only.

Number of sessions: 1

The overview of the workshop content includes:

• Shaping your attitude

• Being emotionally intelligent and empathetic to others ‘view of the world’

• Preparing your own emotions

• Identifying types of difficult and challenging behaviour

• Why people may become upset

• Staying calm and controlling responses

• Adopting an appropriate communication approach

• Preparing and following a process while maintaining a human approach

• Words, tone and body language – Specific behavioural responses

• The control sequence in very challenging situations

This session will be a workshop held in person, 9:30 - 12:30.

This session will happen 2 times over the Academic year. 1 session will be held at the IfM and 1 session will be held at Trumpington. Please note you do NOT need to attend both sessions.