Steps

Difficult Conversations

Even the most eloquent people can struggle when they are faced with people who are emotional, manipulative, uncommunicative or confrontational. People often either avoid the difficult bit or tackle it head on without putting the conversation into context. Simply understanding where someone is coming from, what motivates them and knowing their communication style can help as well as staying focussed on what the ideal outcome would be.

We have designed programmes that focus on:

• Breaking bad news
• Giving difficult feedback
• Managing expectations
• Assertiveness skills
• Negotiation
• Performance management conversations
• Question funnel to encourage good listening skills and gain clarity

These programmes can be effective whether you are looking to improve managerial skills or whether you are focussing on client relationships.

Read more on The Art of Difficult Conversations by Steps' Richard Wilkes

“We wanted to help our HR professionals to counsel individuals facing difficult situations. The challenge was to present the issue in an entertaining and thought-provoking way. Having investigated how best to deliver this aspect of training, we briefed Steps and they helped us design a drama-based training element. It proved a very effective way of getting people to think about the issue and the key skills involved”
Samantha Clark, Accenture

Handling Complaints

“The session was very effective in helping our staff with the training and practical help they needed to give visitors the best possible service”
James Wilson, V&A Museum

 

Studies show that when people have had good customer service they tend to tell around 5 others. Conversely, when they have had a poor experience, they tell around 12 others.

Handling complaints well is an opportunity to turn disgruntled customers into delighted ones who in turn will do your marketing for you. It is a key “moment of truth” that will distinguish you from your competitors.

 We have designed and delivered bespoke workshops covering:

• Difficult customers
• Complaint handling – process and best practice
• Telephone and Call Centre training
• Questioning & Listening

Conflict Management and Mediation

Managing conflict is always going to be a challenge. Providing an opportunity for both parties to feel that someone is listening to their grievance is essential as not doing this often creates tension. Steven Covey, spells it out clearly in Seven Habits of Highly Effective People., "Seek first to understand, then to be understood,"

The second key principle of effective conflict management introduced by Roger Fisher and William Ury in, “Getting to Yes” is that people in disagreement should focus on their needs rather than on their positions.

We can also explore conflict management from the point of view of models such as the Thomas-Kilman model and help delegates identify their own tendencies as well as a practical approach by looking at conflict management in stages:

• Clarifying
• Exploring Options
• Checking for legitimate concerns
• Moving to a positive solution or compromise

Mediation

Mediation helps people discuss issues, repair past injuries, and develop the tools needed to face disagreements effectively. Mediators may help participants glimpse at their blind spots and broaden their perspectives. The key principle of mediation is to remember that the challenges are owned by the stakeholders and the mediation process should not be cut short by offering solutions.

Mediators facilitate the process by:

• Understanding each participant’s perspective.
  
• Increasing and evaluating participant interest in solving the challenge through mediation.
  
• Setting ground rules for improved communication.
  
• Coaching participants through the joint session.
  
• Helping participants plan for future interaction.
  

Richard Wilkes, one of our founding directors is a qualified mediator and writes and runs workshops involving mediation techniques supported by a trained team of actor-facilitators.