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Handling sensitive conversation
Managing supporting people dealing with difficult issues (at work/home)
Coaching Skills
DEI and Leadership/Customer-service
Handling stress (High priority)
Certainly! Below is a more detailed elaboration of each topic along with the content
for each slide:
Topic 1: Handling Sensitive Conversations
Slide 1: Introduction
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Content:
 Welcome participants and introduce the topic of handling sensitive
conversations.
 Explain that sensitive conversations are those involving emotions,
conflicts, or difficult topics that require special care and attention.
 Emphasize the importance of mastering these skills for effective
communication and relationship-building in both personal and
professional settings.
Slide 2: Key Principles
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Content:
 Active Listening and Empathy:
 Define active listening as fully concentrating, understanding,
responding, and remembering what is being said.
 Explain the role of empathy in understanding and
acknowledging others' feelings and perspectives without
judgment.
 Remaining Composed and Objective:
 Highlight the significance of staying calm and maintaining
objectivity during emotionally charged discussions.
 Provide tips on managing one's emotions and preventing kneejerk reactions.
Slide 3: Techniques for Navigating Sensitive Conversations
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Content:
 Acknowledging Emotions and Concerns:
 Encourage participants to validate the emotions and concerns
expressed by the other person.
 Share phrases like "I can see this is important to you" to
acknowledge their feelings.
 Asking Open-Ended Questions:
 Explain the benefits of using open-ended questions to
encourage the other person to share their thoughts and feelings
more freely.
 Provide examples of open-ended questions, such as "Can you
tell me more about your perspective on this?"
 Reflective Paraphrasing:
 Describe how reflective paraphrasing helps in clarifying and
confirming understanding.
 Provide a demonstration of reflective paraphrasing.
 Setting Clear Goals and Expectations:
 Emphasize the importance of defining the purpose of the
conversation and desired outcomes.
 Discuss how setting expectations can help maintain focus and
achieve resolution.
Slide 4: Role Plays and Practice
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Content:
 Divide participants into pairs or small groups.
 Provide role-play scenarios related to sensitive conversations (e.g.,
conflict resolution, giving feedback).
 Encourage participants to apply the techniques learned in the training.
 Facilitate feedback and group discussion after each role-play,
highlighting successful strategies and areas for improvement.
Topic 2: Managing and Supporting People Dealing with Difficult Issues (at
Work/Home)
Slide 1: Understanding Difficult Issues
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Content:
 Discuss common difficult issues that employees may face at work or
home, such as personal problems, conflicts with colleagues, or family
challenges.
 Explain how these issues can affect job performance, well-being, and
overall productivity.
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Emphasize the importance of addressing these issues proactively to
create a supportive work environment.
Slide 2: The Manager's Role

Content:
 Outline the responsibilities of managers in supporting employees
dealing with difficult issues.
 Stress the importance of empathy, active listening, and confidentiality
in these situations.
 Provide guidance on balancing the needs of the employee with
organizational demands.
Slide 3: Effective Communication

Content:
 Describe effective communication strategies when providing support to
employees.
 Highlight the importance of offering constructive feedback and
coaching to help employees navigate difficult situations.
 Provide tips on how to refer employees to appropriate resources, such
as Employee Assistance Programs (EAP) or counseling services.
Slide 4: Case Studies and Group Discussion

Content:
 Present case studies of various difficult issues faced by employees.
 Divide participants into groups and ask them to analyze each case
study.
 Facilitate group discussions on the best approaches to support the
employees in the scenarios presented.
Topic 3: Coaching Skills
Slide 1: Introduction to Coaching

Content:
 Define coaching and its role in professional development and
performance improvement.
 Explain how coaching differs from mentoring and managing.
 Emphasize the benefits of coaching for both individuals and
organizations.
Slide 2: Coaching Techniques
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Content:
 Introduce the GROW model (Goals, Reality, Options, Wrap-up) as a
structured coaching framework.
 Explain each step of the GROW model and its significance in the
coaching process.
 Provide examples of how to apply the GROW model in coaching
conversations.
Slide 3: Coaching in Practice

Content:
 Share guidelines for conducting effective coaching sessions.
 Discuss how to handle challenging coaching situations, such as
resistance or lack of progress.
 Describe techniques for monitoring and measuring coaching outcomes.
Slide 4: Role Play and Feedback
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Content:
 Divide participants into pairs or small groups for coaching role-plays.
 Encourage participants to practice coaching using the GROW model.
 Facilitate feedback and discussions on coaching techniques and
improvement areas.
Topic 4: DEI and Leadership/Customer Service
Slide 1: Importance of DEI in Leadership and Customer Service
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Content:
 Define diversity, equity, and inclusion (DEI) and its relevance in the
workplace.
 Highlight how embracing DEI principles can lead to better leadership
and improved customer service.
 Present statistics or case studies that demonstrate the positive impact
of DEI on organizational success.
Slide 2: Leading with DEI Principles
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Content:
 Provide strategies for creating an inclusive and respectful work
environment.
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Explain how leaders can demonstrate cultural intelligence and
inclusivity in decision-making and team interactions.
Showcase examples of inclusive leadership behaviors.
Slide 3: Customer Service and DEI
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Content:
 Discuss the importance of cultural sensitivity and understanding diverse
customer needs and expectations.
 Share tips on how to handle challenging customer situations with
empathy and respect.
 Provide examples of positive customer service experiences driven by
DEI principles.
Slide 4: DEI Implementation Plan
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Content:
 Outline the steps for developing and implementing a DEI action plan in
the organization.
 Discuss how to engage employees at all levels in the DEI initiative.
 Emphasize the role of leadership in driving the DEI agenda forward.
Topic 5: Handling Stress (High Priority)
Slide 1: Understanding Stress
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Content:
 Define stress and its impact on individuals and workplace performance.
 Identify common signs of stress, such as physical, emotional, and
behavioral changes.
 Stress the importance of recognizing and addressing stress proactively.
Slide 2: Identifying Stress Triggers
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Content:
 Encourage participants to identify their personal stress triggers.
 Provide strategies for self-awareness and recognizing stress triggers in
others.
 Discuss the role of work-related factors in contributing to stress.
Slide 3: Coping Strategies
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Content:
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Introduce various stress management techniques, such as mindfulness,
time management, and physical exercise.
Highlight the importance of maintaining a healthy work-life balance to
reduce stress.
Provide tips on creating a supportive work environment that promotes
well-being.
Slide 4: Building Resilience
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Content:
 Define resilience and its significance in handling stress and challenges.
 Share techniques for building personal and team resilience.
 Discuss the role of a positive work culture in enhancing resilience.
Slide 5: Stress Relief Activities
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Content:
 Share stress-relief activities that participants can practice individually or
as a group.
 Examples include deep breathing exercises, guided relaxation, or teambuilding exercises.
Remember to use visually appealing images or pictures that complement the content
of each slide. The goal is to create a visually engaging and informative training
experience for the target audience. Additionally, consider incorporating interactive
elements such as quizzes, polls, and group discussions to keep participants actively
engaged throughout the training session.