Skillful Exchanges
Working with emotionally charged people is one of the most challenging aspects of any workplace. Therefore, equipping your team with the skills to do so effectively and respectfully can reduce conflict and stress, improve both customer- and staff-relations, and enhance employee well-being.
Skillful Exchanges is a basic workshop that provides you with the knowledge and skills necessary to interact more effectively with emotionally charged individuals and build personal resilience. The topics covered include:
Clarifying concerns
Active listening
Analyzing messages
Minimizing biases
Understanding and managing stress responses
Developing and repairing rapport
Responding with compassion
Educating clients and taking action
Learning from difficult exchanges and practicing self-care
Giving and receiving constructive feedback
This workshop can be offered in-person or online. The in-person training is delivered over 3 days (8 hours/day), and the online version over five half days (4 hours/day + offline self-directed activities) through Zoom, the platform best suited for participant engagement and highly interactive exercises. The online schedule was designed to reduce online fatigue and to maximize participants’ attention, focus, and learning.
This workshop includes mock interviews with actors. This exercise allows participants to apply and get feedback about their suspect interviewing skills, which research has shown to maximize the transfer of knowledge and skills to the field.
Learning Outcomes
Upon successful completion of this workshop, you will be able to:
More accurately identify the nature and dynamics of a client’s complaint or a colleague’s displeasure.
Respond intentionally, rather than simply react towards another person.
Debrief experiences in a constructive manner and learn from them.