Managing Difficult Conversations

This half-day course is designed to provide managers and Team leaders with the necessary knowledge and skills required to effectively manage difficult conversations and thereby prevent issues escalating.

It will empower managers and team leaders to confidently handle difficult conversations themselves but also to help them recognise when they should be escalated within the business.

Course content

• Explore what makes a conversation difficult
• Recognise the correct approach to adopt when faced with a difficult conversation
• Learn the 5-step process for handling these conversations
• Build on their communication and effective listening skills
• Recognise the importance of regular feedback

By attending this course, delegates will learn to:

• Handle difficult conversations effectively and maintain positive relationships in the workplace by focusing on the issue and not the person.
• Understand how to turn a negative situation into an opportunity to build trust, through brokering an agreed action plan and offering support.