What you will be able to do
- Prepare a sensitive subject, what must be said, what the other person feels, what the situation threatens for them.
- Choose the time, place and channel that suit a delicate message.
- Spare the face of the person you're talking to and choose words that describe rather than judge.
- Say no without closing the door, and break bad news clearly and considerately.
- Stay neutral between two people who disagree, and leave everyone an honourable exit.
Who it is for
For anyone who has to raise sensitive subjects or get difficult messages across, while handling people and relationships with care. The method works whatever your job: at a front desk, in a workshop, at a patient's bedside, behind a screen, on a building site or at the head of a team. The module follows the reroofing of a residential building with thirty-two flats, but the exercises and the exam put you in many other situations.
How the module unfolds
- 1IntroductionWhat the skill covers, and what the module will teach you to do.
- 2A running story, “The Ormeaux residence”The same working situation stays with you from one step to the next, with a character from the story who plays the role of mentor.
- 3The theory, with everyday examplesIn each lesson, the method set out simply, with examples drawn from working life.
- 4The game, “The mended vase”Each step you complete moves the game forward, right to the last one.
- 5The signature exercise, “The substance and the setting”The module's method, to apply to your own situations.
- 6Two role playsTwo conversations to see through to the end, with detailed feedback on your choices.
- 7The examTen random questions about new situations. Eight correct answers unlock The Method and your certificate.