- Appreciate the value of using open questions
- Be able to describe the core conditions for effective communication
- Have information about appropriate verbal and non-verbal communication
- Learn how to be compassionate and understanding whilst keeping within firm boundaries
- Understand how to avoid communication spoilers
- Learn how to listen for main points and themes
- Develop skills in keeping an open mind
- Find out about the microskills of attending, following and reflecting
- Appreciate the part played by paraphrasing and reflecting, in diffusing difficult encounters
“Thanks for the workshop. I will regard the next ‘difficult person’ as more of a challenge than a threat” – Peta Higgins, Portsmouth
“I didn’t realise how important it is to manage myself well, to bring about change in the other person. Thanks for the skills taught” – Irene McNaughton, Devizes
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