Tough Conversations™ for Frontline Staff
Psychologist, Michael Hawton and his team, present Tough Conversations for Frontline Staff. A practical workshop for those at the frontline of a school, council or service organisation to manage difficult, emotional encounters with members of the public. This workshop provides the practical elements and skills for effectively dealing with offensive behaviour as it arises and what to say to defuse strong emotions. Attendees will see video examples of both poorly conducted conversations and, by contrast, more effective conversations.