Course curriculum

  1. 1
    • We Need to Talk

    • Introduction

  2. 2
    • Change Your Mindset

    • Planning

    • Beginning with the End in Mind

    • Documentation, Booking and Reviewing

  3. 3
    • Seek First to Understand

    • Visual - Auditory - Kinaesthetic

    • Don't Box People

    • Seek First to Understand Conclusion

    • Listen for Crumbs

    • Then Seek to be Understood

    • Non-verbal Communication

    • Four Models for Difficult Conversations

    • Checking They Understand

  4. 4
    • The Follow Up

    • Support Services

    • References