A Financial Advice NZ webinar on Wednesday 19 April will look at the tools advisers can use to manage difficult encounters with colleagues and clients.
The Effective Communication event is free for members ($50 for others), and will cover coping with confronting workplace situations.
Katrina Shanks, CEO Financial Advice NZ states that in many work environments, we may encounter clients or other stakeholders who are anxious, upset, or concerned, and communicate these emotions in challenging ways, which can take its toll on you and your colleagues.
The one-hour webinar hosted by Kay Chapman of Chapman Employment Relations will introduce advisers to ways of identifying early signs and de-escalate situations of unease and confrontation – both over the phone and in person.
“We will provide some immediate tools and tips to help deal with difficult conversations with confidence and to recover from a difficult encounter more easily,” says Shanks.
The webinar covers areas including:
- Types of uneasy situations
- What are they really saying?
- Responding verses reacting
- Understanding your audience – reassuring, respecting, empathising
- Defusing situational anger – de-escalation techniques
Full details are listed here.