Introduction
  • Introduction
Why are some conversations challenging?
  • Difficult and sensitive issues
  • Why difficult conversations can go wrong
  • Section 2: Check your understanding
Preparing for the conversation
  • Doing your research and choosing a time and location
  • Section 3: Check your understanding
Good communication
  • Words, tone and body language
  • Conversation techniques
  • Section 4: Check your understanding
Making your conversation a success
  • Nine ways to success: Part 1
  • Nine ways to success: Part 2 - The BUILD model
  • Section 5: Check your understanding
Drama and analysis
  • Drama 1
  • Drama 1: Analysis
  • Drama 2
  • Drama 2: Analysis
  • Drama 3
  • Drama 3: Analysis
  • Drama 4
  • Drama 4: Analysis
  • Assessment quiz