Communicating difficult news
Reliable, stress-reducing communication models.
Your outcomes
- Develop an understanding of the emotional journey both sides take
- Use reliable communication models that reduce stress
- Familiarize yourself with practical tools and methods for delivering difficult news
- Develop a skill set for handling internal and external partners in crisis situations
- Gain confidence in dealing with difficult people and situations
Training content
- Identifying your communication scenarios through a situational matrix
- Appreciating what makes news “difficult” to give and receive
- Understanding how people react
- Managing stress and increasing clarity through practical models for communicating difficult news
- Managing different communication modes
- The impact of culture
- Dealing with the unexpected
Practical tools and methods for delivering difficult news.
Techniques for dealing with the unexpected.
Email Models
Includes English phrases that will help you state your message plain and clear
This eBook is a collection of easy to remember structures that you can use when you write emails. Use S.O.A.P for making recommendations, follow S.C.R.A.P when complaining and A.C.T to confirm agreements – for example.
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