Course

Managing Difficult Conversations Training

Develop the confidence, emotional intelligence, and practical techniques to handle difficult workplace conversations constructively, managing anxiety, maintaining trust, protecting relationships, and working towards positive outcomes.

Teams from £1,850 / $2,960 UK|EMEA / USA
Team enquiry
Individuals from £14.99 UK|EMEA
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Pathways:

  1. FIRST-LINE MANAGEMENT
Managing Difficult Conversations Training
Communication Skills
Trustpilot

Course outcomes

  • By the end of the Managing Difficult Conversations course, participants will prepare for and manage challenging workplace conversations with greater confidence and emotional intelligence. They will communicate with clarity, maintain positive working relationships, and make conscious decisions that lead to constructive outcomes.
  • They will be able to use AI to structure their preparation and rehearse difficult conversations through role play.

Who is this course for?

Managing Difficult Conversations Training is designed for managers, team leaders, supervisors, and professionals responsible for addressing sensitive workplace issues. It is ideal for anyone who needs to approach challenging conversations with confidence, empathy, and clarity while maintaining productive working relationships. AI can support preparation by helping you explore different ways to frame and approach these conversations.

Delivery options

Group size: Workshops, from 2-hour sessions to full-day, for small (up to 12), medium (up to 25), or large groups up to 50. High-impact keynote sessions of up to 90 minutes, for audiences from 51 to 200+ participants.

Measurement: We monitor progress to levels 1 and 2 of the Kirkpatrick model, and can support your internal monitoring through to levels 3 and 4. We have the capacity to use milestone charts, post-training action programmes, and coaching.

Course content

Introduction & objectives

Exploring the purpose of difficult conversations, placing feedback into context, and identifying the outcomes participants want to achieve.

Preparing: action checklist

Establishing the facts, defining the desired result, planning next steps, and considering how the other person should feel after the conversation.

Preparing: EI checklist

Developing the right mindset, remaining calm under pressure, and applying emotional intelligence throughout the conversation.

The conversation: framework

Selecting the most appropriate medium, timing and location, and using clear, respectful language.

The conversation: toolkit

Avoiding condescension and criticism, balancing assertiveness with empathy, and using the employee feedback model

AI integration

Using AI role play to rehearse difficult conversations and support preparation by clarifying facts, desired outcomes, and emotional considerations before the conversation takes place.

Learning routes

Choose your learning route

For individuals

Individual learners

Individual learner access is handled through LearnFlix.

UK|EMEA from £14.99
View individual learning
For teams

Teams and organisations

Talk to Working Voices about team training for your organisation.

UK|EMEA / USA from £1,850 / $2,960

Frequently asked questions

Why do managers avoid difficult conversations, and how does this training address those barriers?

Many managers avoid difficult conversations because they fear conflict, damaging relationships, or saying the wrong thing. This course helps participants prepare thoroughly, manage their emotions, structure conversations effectively, and communicate with confidence, enabling them to address challenging situations constructively and achieve better workplace outcomes.

Which is more effective, virtual or in-person training for managing difficult conversations?

In-person training is better because it offers opportunities for face-to-face discussion and practice. Virtual training is useful when you are pressed for time or confined to a specific location.

How is AI covered in this course?

AI can help you structure your preparation and rehearse difficult conversations through role play. These abilities can help you prepare more effectively, but the conversation itself still depends on your judgement and communication skills.

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