Courageous Conversations
In this 3-hour workshop learn how to shift the feeling to create great customer and people experiences.
- Looking through the lens of emotional intelligence and neuroscience you will consider the impacts of humans’ hard-wired focus, on detecting reward or threat in every situation. Participants will understand and empathise more with why people are the way they are.
- Using David Rock’s, legendary SCARF model you will consider how to shift the feeling in real situations and conversations relevant to your workplace.
- Exploring TRUST will enable you to think about how you can build better relationships through credibility; reliability; connection and low self-focus.
- Demonstrate and discuss a CALM approach for planning and engaging in a difficult conversation.
- Learning to Listen; leaving the room with real strategies for better listening.
Best for:
Leaders, Customer Service, Sales Professionals
“
Sandene was the first facilitator we approached to support us in a highly strategic piece of work to build the capability of our people leaders through COVID and our business change.
OD Manager
Victorian Government
