Virtual programmes developed to support your teams with the vital conversations happening in your organisation right now.
Courageous conversations is a suite of 90-minute virtual sessions designed to support your people to have direct, honest and compassionate conversations.
Each session is tailored to your industry and your company, making all the examples 100% relevant to your people.
There are three different levels of focus:
- Compassionate conversations for customer-facing teams
- Crucial conversations for team managers
- Coaching conversations for leaders
Compassionate conversations for customer-facing teams
For customer-facing teams who are handling challenging, highly emotionally charged calls.
- To equip or refresh your teams with best practice
- To enable empathy, whilst having the confidence to lead a call and manage emotions – their own and your customers’.
A 90-minute engaging and interactive demonstration of a customer call and how to handle it.
We use two actor-facilitators to demonstrate a call specific to your organisation. We show the call firstly not going well and then, together with the delegates, we re-build it to a successful call.
We use a set of simple best practice tools.
Using either your preferred virtual platform or Zoom, we interact with delegates via directly by camera and/or chat box.
There is an option to record the performance for your own internal use.
Up to 30 delegates.
Your internal team and team leaders can support your call advisors, using the tools we have worked through or you can opt for follow up practice sessions.
Crucial conversations for team managers
For the conversations your team managers are having – from managing performance virtually to conversations about redundancy, reduced hours etc.
We have two options – one supported by actors and one without.
To give team managers:
- confidence in the conversations they need to have
- a set of tools to support them in having honest and compassionate conversations.
A 90-minute interactive session learning useful tools and practising with the facilitator and other delegates, in plenary and break out rooms.
A 90-minute session using actor-facilitators. We use a bespoke role play to demonstrate a conversation that does not go well and then work with the delegates to improve it. The delegates will then get to work individually with the actor-facilitators on upcoming real-life situations.
Through input and interaction. Delegates will work with the facilitator, and actors (in option 2), in breakout rooms and in plenary. A highly practical session.
Using either your preferred virtual platform or Zoom, we interact with delegates directly by camera and/or chat box.
Up to 12 delegates.
One-to-one express coaching session with individual team leaders from 30 mins to one hour.
Coaching conversations for leaders
For leaders who need to be getting the best out of their teams, using coaching rather than micromanaging or using a more directive style.
Driving performance and supporting your teams through a leadership coaching style.
A two-hour session focussing on core coaching skills for leaders, including questioning, listening, goal setting and the GROW model. We’ll focus on how to use these skills in everyday conversations, virtual coffee and water cooler moments, as well as more in-depth exchanges. We’ll practise each of the skills and grow delegates’ confidence.
Through input and interaction, delegates will work with the facilitator, in breakout rooms and in plenary. A highly practical session.
Using either your preferred virtual platform or Zoom, we interact with delegates via directly by camera and/or chat box.Using either your preferred virtual platform or Zoom, we interact with delegates via directly by camera and/or chat box.
Up to 12 delegates.
One-to-one express coaching session from 30 mins to one hour.
Express coaching sessions
Working virtually, our team of coaches can be on hand to support your delegates with ‘express’ coaching sessions. These might be 30 mins, 40 mins or an hour and can be drawn down from a pre-purchased block. We can often run 12 sessions a day making them very cost effective.