Managing Difficult Conversations

Course Overview

This course equips participants with the skills to handle sensitive and challenging conversations in the workplace. It focuses on clarity, empathy, and confidence in addressing issues such as performance, behaviour, and workplace concerns.

Learning Objectives:

• Understand why difficult conversations are avoided
• Prepare effectively for tough discussions
• Communicate with clarity and empathy
• Manage emotional responses during conversations
• Resolve issues constructively
• Build trust through open communication

Training Content

DAY 1 – Foundations of Difficult Conversations

Session 1: Why difficult conversations matter
Session 2: Common barriers and fears
Session 3: Preparing for difficult conversations
Session 4: Structuring effective conversations

DAY 2 – Handling Conversations with Confidence

Session 5: Managing emotions and reactions
Session 6: Delivering feedback clearly and respectfully
Session 7: Handling resistance and defensiveness
Session 8: Achieving positive outcomes and follow-up