Understanding Difficult Conversations
- Why difficult conversations are often avoided
- Common fears, barriers and assumptions
- The impact of unresolved issues on individuals, teams and organisations
- Understanding emotions, perceptions and behavioural triggers
- Balancing empathy with accountability
- Recognising when a conversation needs to happen
Preparing for Success
- Clarifying the purpose and desired outcome
- Distinguishing facts from assumptions
- Assessing risks and potential reactions
- Choosing the right time and environment
- Structuring conversations for success
- Planning how to achieve a positive outcome
Communication Skills for Courageous Conversations
- Active listening techniques
- Questioning skills that encourage dialogue
- Demonstrating empathy whilst maintaining focus
- Building trust and credibility
- Managing verbal and non-verbal communication
- Using language that reduces defensiveness and promotes collaboration
Managing Resistance and Difficult Responses
- Understanding behaviours under pressure
- Recognising defensive reactions and resistance
- De-escalating difficult situations
- Remaining calm and professional under challenge
- Maintaining respect and psychological safety
- Finding common ground to move conversations forward
Delivering Constructive Feedback
- Providing feedback effectively and professionally
- Focusing on behaviours rather than personalities
- Using evidence and examples
- Encouraging ownership and accountability
- Supporting positive change
- Agreeing actions and follow-up arrangements
Practical Application
- Applying learning through realistic workplace scenarios
- Preparing for and conducting difficult conversations
- Practising questioning, listening and feedback techniques
- Receiving peer and facilitator feedback
- Developing a personal action plan for future conversations
By the end of this course, delegates will be able to:
- Understand why difficult conversations can feel challenging and why they are often avoided.
- Recognise the emotional and behavioural factors that influence workplace interactions.
- Prepare effectively for challenging discussions and conversations.
- Communicate clearly, professionally and constructively when discussing sensitive issues.
- Use effective listening and questioning techniques to improve understanding and reduce resistance.
- Manage conflict whilst maintaining positive and professional relationships.
- Deliver feedback confidently and appropriately.
- Respond effectively to challenging reactions and difficult behaviours.
- Focus conversations on solutions, accountability and improvement.
- Develop greater confidence when handling future difficult conversations.
This course is suitable for:
- Managers and supervisors
- Team leaders
- Project leads
- HR professionals
- Customer-facing staff
- Technical specialists
- Anyone who needs to influence, support or challenge others as part of their role
No previous training is required. The programme is suitable for both new and experienced managers seeking greater confidence in holding challenging workplace conversations
No pre-course work required
All delegates who successfully complete this course will receive an electronic certificate of attendance.
We deliver our Having Courageous Conversations course throughout the UK and beyond. We can facilitate onsite at your premises, as a virtual training option for those who are working from home or at any number of venues in Belfast, Glasgow, Edinburgh, Aberdeen, Inverness, Newcastle, Manchester, Leeds, Birmingham, Cardiff or London. Contact Us for more information or click the green button below to see when we are next running this as an open course anyone can attend.
