We have all experienced situations in which we felt uncomfortable or awkward at the prospect of having a ‘difficult conversation’. This usually happens when the issues at stake are important to us and/or to our Organisation, and we are unsure of how things will turn out. We may be concerned about saying the ‘wrong’ thing, or we really care about the people with whom we disagree, or feel strongly on the subject being discussed, so there is potential for us to experience the situation as one of conflict.

Difficult or uncomfortable conversations if conducted correctly, and at a relatively early stage, can avoid the escalation to more serious issues.

This training will provide you with the practical tools and techniques to utilise immediately when you return to the workplace.


By attending this virtual workshop, you will –

  • Plan and prepare for a difficult conversation
  • Know how to frame the conversation – what to say and how to respond
  • Understand how to defuse difficult situations and adjust your own behaviour and communication style to get results
  • Improve working relationships with colleagues, those you report to and those who report to you
  • Remove the barriers to conducting uncomfortable or difficult conversations
  • Give feedback in a positive way to improve performance


  • What are difficult or challenging conversations?
  • Defining situations where correcting performance conversations are appropriate
  • Handling conflict
  • Planning and structuring a difficult or challenging conversation
  • When to take accountability and action
  • The skills of Re(framing) your conversations
  • Being aware of your body language
  • Using positive words and phrases
  • Setting expectations and focusing on outcomes
  • Avoiding misunderstandings – clear communication
  • Being empathetic and providing support
  • Making a request without it feeling like a criticism
  • Managing emotional people
  • Taking control of a conversation
  • Explaining the next steps
  • Focusing on outcomes
  • Personal Action Plans
Have a question?

Let’s get this conversation started. Tell us a bit about your requirements and we’ll be in touch.

What you need to bring for these courses when delivered as a virtual classroom.

For virtual classroom courses, you will need:

  • Computer with Internet Access
  • Microphone and Headset
  • Webcam
  • Microsoft Teams
  • A dual monitor setup is recommended for IT training
Upcoming Courses
Get in touch via our contact form or call us on 01473 414 414