MANAGING DIFFICULT
CONVERSATIONS
OVERVIEW
Duration: 1 day.
CPD points (8 hrs) for all professionals.
Difficult conversations are often unavoidable, but handled well, they can strengthen relationships and improve performance. This practical course equips participants with the skills to approach challenging discussions with confidence, professionalism and empathy.
Delegates will learn how to communicate clearly and assertively in order to manage emotional responses, both their own and others’. Through structured techniques, participants will gain the ability to deliver sensitive messages, resolve disagreements and agree on actionable next steps, turning difficult conversations into opportunities for positive outcomes.
LEARNING OBJECTIVES
By the end of this course, delegates will be able to:
1. Explain why difficult conversations are necessary for effective relationships and performance.
2. Deliver bad news in a constructive, professional and compassionate way.
3. Prepare for challenging discussions using a structured approach.
4. Communicate clearly and assertively, balancing empathy with honesty.
5. Manage emotional reactions (theirs and others') to maintain a productive dialogue.
6. Use questioning and listening skills to uncover underlying issues.
7. Resolve disagreements constructively and agree on next steps with confidence
ORGANISATIONAL BENEFITS
Performance outcomes include:
1. Improved workplace relationships through constructive and professional communication.
2. Enhanced team performance by addressing issues promptly and effectively.
3. Reduced conflict, misunderstandings and escalation of problems.
4. Increased staff confidence in handling sensitive or challenging discussions.
5. Consistent approach to delivering feedback, bad news, or difficult messages across the organisation.
6. Stronger culture of accountability, openness and trust.
7. Better decision-making and problem resolution through clear, honest dialogue.
WHO SHOULD ATTEND
This course is ideal for managers, team leaders, supervisors and professionals who need to address sensitive issues, provide constructive feedback or manage conflicts within their teams. It is also valuable for anyone seeking to improve their confidence and effectiveness in having challenging conversations while maintaining professionalism and positive working relationships.
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