“Get comfortable with the uncomfortable [conversations]”

At the height of the pandemic, Centric successfully engaged with institutions and the community. Our community research model allowed our community researchers to explore complex subjects with residents and provide a safe space for discussion and transparency.

In our journey through projects like Chronic Pain, Cost of Living & Multiple Long-Term Conditions (MLTCs), Southwark Rebuilding Trust and more, we recognised difficult conversations were a crucial factor in how communities and institutions interact. As a result, we have developed training around managing difficult conversations to help individuals feel more comfortable in these situations.

We have a saying within Centric:

As you know, those conversations are essential professionally and in personal discussions, where our emotions may take over through anger and frustration rather than remain solution focused.

One of the things I've learnt throughout my time at Centric is that vulnerability may bring a sense of lower self-esteem but, by exploring and learning from mistakes, and attempting new things that may feel difficult, comes growth. With self-growth comes increased self-awareness and confidence.

At Centric, we concentrate on the "why?". Why people are acting, or expressing, the way they do can impact behaviours around them. During our training, we went through ethics, preparation, communication, language, conflict management, reflection, etc. In addition, we used roleplay and discussion to aid understanding of how words and actions impact and can overload community members.

Our training was designed to be interactive to help everyone learn in their own way and improve our understanding of why and how we interact with one another. As we all bring benefits, individually and also collectively.

We recently delivered Difficult Conversations training to Oasis Waterloo Hub staff, who provide vital community support like housing, financial advice, access to the food bank and more. This training was essential to support their journey in communicating with community members. In light of the cost of living effect on households, the community is under increased pressure which will put charities like Oasis into overload and possible burnout.

Supporting such organisations to manage these discussions will enable them to prepare for the increased pressure the community is under and to support their own wellbeing.

Feedback by the Oasis staff, including the benefits they gained:

"Always listen to others. Rethink before acting."

"It was delivered clearly; I've got positive thoughts."

"Being your true self, it's easier for others to see than the false self."

"Well presented. It was engaging, and the learning was substantial."

“Atmosphere that was created allowed us all to have a discussion.”

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Get in touch to find out how we will support your organisation. Please send a message via our contact form to: Raquel Caires Januario requesting further information.