Training is provided via a blended learning methodology. On-site classroom learning and virtual training is available. This course is designed for managers or customer facing employees who find they need to communicate difficult information in an impactful way. Subjects include: Identifying issues and everyone's interests, Listing and evaluating options for resolution, agreeing on contingencies and monitoring, and when to be assertive or compromise. Training methods include a variety of the following instructor led (where appropriate): lecture, discussion, reading, self-assessments, planning simulations, role play, video clips, case studies, demonstrations, group break-outs and brainstorms, group and individual presentations.
