Who Should Attend

This course is ideal for:

• Managers and leaders responsible for giving feedback, addressing issues, or handling sensitive discussions
• Project and programme managers working across teams, stakeholders, and challenging delivery environments
• Professionals who need to manage conflict, performance, or difficult working relationships
• Individuals looking to improve confidence and effectiveness in challenging conversations

What You Will Learn

By the end of this course, participants will be able to:

• Understand why difficult conversations are often avoided and the impact this can have
• Prepare for challenging discussions with greater clarity and structure
• Communicate difficult messages in a way that is clear, direct, and professional
• Manage emotional responses and keep conversations productive
• Respond more effectively to resistance, defensiveness, or conflict
• Maintain trust and professionalism while dealing with difficult issues
• Close conversations with greater clarity around outcomes, accountability, and next steps

Key Topics Covered

Understanding Difficult Conversations

• What makes a conversation difficult
• Why people avoid them
• The impact of poor or delayed communication
• Recognising common conversational challenges

Preparing for the Conversation

• Clarifying the issue and desired outcome
• Separating facts from assumptions
• Structuring the key message
• Anticipating reactions and planning responses

Leading the Conversation Effectively

• Opening with clarity and purpose
• Staying focused on the issue
• Using clear, neutral, and constructive language
• Listening actively while maintaining direction

Managing Emotions and Resistance

• Recognising emotional triggers
• Staying calm under pressure
• Responding to defensiveness or objection
• Reducing escalation and maintaining control

Handling Challenging Workplace Situations

• Giving difficult feedback
• Addressing underperformance
• Managing disagreement or conflict
• Navigating sensitive issues with professionalism

Closing the Conversation Well

• Agreeing actions and next steps
• Creating clarity and accountability
• Preserving working relationships
• Following up effectively

How the Course is Delivered

This is a highly interactive, instructor-led course focused on realistic workplace scenarios.

Participants will benefit from:

• Scenario-based exercises reflecting real communication challenges
• Group discussion and shared learning
• Guided practice and feedback
• Practical tools and conversation structures that can be applied immediately

The course is designed to help participants build real confidence in conversations they may currently be avoiding or handling less effectively than they would like.

Course Duration

1 Day Instructor-Led Training

Outcomes for Individuals and Organisations

After completing this course, participants will:

• Handle difficult conversations with greater confidence and structure
• Communicate more clearly in challenging situations
• Reduce avoidance and address issues earlier
• Manage conflict and resistance more effectively
• Strengthen trust while dealing with difficult topics

For organisations, this leads to:

• Better communication across teams and stakeholders
• Earlier resolution of issues and performance concerns
• Reduced escalation and misunderstanding
• Stronger manager capability and confidence
• More constructive, accountable workplace conversations