In our working lives, we will all need to have difficult conversations sometimes. These require a range of communication skills: verbal (e.g. using different types of questions), non-verbal (e.g. body language) and conversation management (e.g. preparing for the conversation and remaining objective).
This course focuses on verbal and non-verbal communication skills, the associated planning, and the preparation a manager should do before a challenging conversation with an employee. It follows the scenario of a manager meeting with an employee to discuss a performance issue. Learners must choose the best responses to the employee to progress.