Strategies and techniques which help you overcome challenging situations and conversations

Day 1 Wednesday 16th May
Day 2 Wednesday 23rd May
Location: Commerce House

Delivered by Totem Training
Lunch and refreshments included


AIM: To highlight a range of practical strategies and techniques that can be used to communicate effectively and especially with difficult people and challenging conversations.


  • By the end of the session you will be able to:
  • Identify the impact that your communication has on others both face to face and on the telephone;
  • Define what rapport is and how to easily build it into your communication;
  • Practice how to ask questions that work and listen really well!;
  • Identify some of the reasons why people can be ‘difficult’ to deal with;
  • List the key aspects of your communication to think about every time you are faced with a difficult individual or challenging conversation;
  • Discover your current profile relating to your to assertive, passive, aggressive influence style;
  • Identify powerful techniques of assertive communication including the use of ‘power words’, the ‘broken record’ and how to say exactly what you mean;
  • Identify your top tips for dealing with difficult people and challenging conversations;
  • Develop a personal action plan.


AIM: To highlight a range of practical strategies and techniques that can be used to deal more effectively with stressors and condition & maintain a positive personal attitude.


  • By the end of the session you will be able to:
  • Identify why it’s essential to be aware of your habitual self-talk;
  • State the importance of your personal ‘belief system’;
  • State how the mind works at the Conscious and Unconscious levels;
  • Identify how to use affirmations, positive statements and questions in the right way to help cultivate and maintain a positive mental attitude;
  • Identify exactly what creative visualisation is and how you can use it;
  • Define some of the typical causes and symptoms of stress;
  • Identify a number of simple and practical stress relieving activities;
  • Identify how you make use processes of Neuro Linguistic Programming (NLP) such as ‘anchoring’ and ‘reframing’ to bring about positive and powerful change;
  • Develop a personal action plan.

Course delivery:

This workshop is limited to a maximum of 15 delegates only.

Are you Eligible? - Places are free

In order to attend this workshop you must satisfy the following criteria:

  1. That you or a representative from your business can attend both days
  2. That your business registered with HMRC and has less than 250 employees
  3. That your business’s registered address is located within one of the following Local Authorities areas:
  • North Kesteven District Council 
  • City of Lincoln Council
  • West Lindsey District Council 

To check your business is eligible and to reserve your free place please contact us 01522 523333 or email [email protected]

You can look up your Local Authority here Post Code Check

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Free Eligible Delegate Place