Managing Difficult Conversations

Our 'Managing Difficult Conversations' training course, can be delivered in a classroom setting or via webinar. It is possible for webinar recordings to be uploaded to an eLearning platform, along with supplementary resources, quizzes and case studies for future access.

Aims of the course

Having the right approach and mentality when dealing with difficult conversations is a valued skill in any workplace. This course will equip you with the principles and know-how to approach difficult conversations with confidence. You will cover essential topics such as the spiral of conflict, emotional triggers, the role of language, self-awareness, assumptions and intentions, managing aggression, active listening and driving productive outcomes.

You will also cover techniques and strategies to ensure you approach difficult conversations in a way that de-escalates potential issues and which promotes trust with the other person.

Who will benefit from attending?

All staff with a need to manage difficult conversations – such as staff appraisals, customer service, customer complaints, debt collection etc.

  • Ref Nr:
  • Experience Level:
  • Group:
    Main Group

Participants will learn to:

  • Prepare effectively for difficult conversations
  • Leave assumptions at the door
  • Communicate effectively, confidently and clearly
  • Elicit the needs of the other person in the conversation
  • Build trust and influence outcomes
  • Avoid an escalation of issues
  • Use an approach that drives positive outcomes

Key topics covered:

  • Understand best practices
  • Gain an awareness of one’s own approach to managing challenging conversations
  • Explore the role of ‘self’ in any interaction
  • Recognise and manage one's emotional state
  • Recognise and manage procrastination
  • Plan and manage difficult conversations
  • Structure conversation openers effectively
  • Explore different techniques to meet an individual’s needs during the conversation
  • Gain strategies to ensure things aren’t taken to heart and that professional distance is maintained
  • Use assertiveness to respond to difficult situations – saying no; disagreeing and negotiating
  • Maintaining relationships and turning 'challenges' into positives
  • Responding to difficult messages on social media

What's included?

The majority of our courses are customised and delivered in-house.

Our standard fee for customised course delivery over the duration of a day is £1,400 excluding VAT. This fee includes: 

  • Pre-training diagnostic meetings with clients to determine training needs and priorities
  • Training development and customisation 
  • Pre-training evaluations
  • Full-day onsite training 
  • Training delivery to circa 20 people
  • Trainer travel expenses and travel time 
  • Post-training evaluations and report 
  • Materials
  • Certificates 
  • Follow up 

For groups of 20 people, this fee is equivalent to an individual investment of £70 per head. 

Our South West training teams cover Dorset, Devon, Cornwall, Somerset, and Wiltshire. Whether you're in Exeter, Bath, Bristol, Taunton, or Salisbury, we have expert trainers at ready to deliver high-impact training to your staff. 

Contact us to discuss further. 

Contact Us

Call: 0330 027 0207

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