Making Difficult Conversations Easier

Below is a range of ‘Ready to Go’ live virtual classroom training courses for situations such as:

* dealing with difficult or angry customers and clients * effective complaint handling * resolving conflict or difficult situations in the workplace * managing poor performance or conduct of staff * dealing with rude or irate parents/carers in a school setting * speaking with hostile, abusive or emotional service users in the public sector or NHS

If the course you’re looking for isn’t listed below, please get in touch using the button at the top of the page.

What makes a Situation Difficult or a Conversation Challenging?

A difficult situation or challenging conversation is one that involves discussing sensitive, difficult, emotive or complex topics that have the potential to create tension or discomfort between the individuals involved. These conversations often require careful navigation, tact, diplomacy and effective communication skills.

Difficult or challenging conversations can occur in various contexts, including personal relationships, professional settings, or other social interactions. These conversations can be difficult or challenging for various reasons, including emotional intensity, differing perspectives, contentious issues and the potential impact on relationships that could result in tension or discomfort either in a personal and professional setting.

All the courses below are designed for specific interactions, however, some overlap does occur and choosing the one which is closest to your situation will develop your skills and help you to build your confidence to willingly approach and engage in difficult or challenging conversations constructively resulting in a positive outcome and stronger relationships, even in the face of difficult topics.

Leadership and Management

Positive Performance Management Conversations

Designed for managers who need to have discussions with team members about underperformance, absenteeism, and/or conflict

1 day for in-house, in-person training or 2 x half days with participants from other organisations

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Public Sector

Difficult Conversations with Members of the Public

Designed for any staff who deal directly with the general public from organisations such as Council's, the NHS, Charities, and Housing Associations

1 day for in-house, in-person training or 2 x half days with participants from other organisations

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Business Skills

Dealing with Difficult Customers (Corporate, Business)

This course is designed for anyone working in a corporate or business setting that deals directly with customers and clients

1 day for in-house, in-person training or 2 x half days with participants from other organisations

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Public Sector

Dealing with Difficult Conversations (for Educational Settings)

This course is aimed at those working in a school or educational setting who are in regular and direct contact with parents and carers

1 day for in-house, in-person training or 2 x half days with participants from other organisations

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Business Skills

Dealing with Conflict

This course is designed to help you address a number of difficult or challenging situations in the workplace

Half day live virtual classroom training with participants from other organisations

This course can also be booked for an in-house group of participants

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What other customers have said …

“Excellent course, would certainly recommend. I have learnt :

1) Understanding the importance of having a difficult conversation, 2) consequences of not, 3) how to have a constructive conversation.’

Course:- Challenging Conversations in the Workplace

“I have been on many courses since starting my role in 2021, however the session today was the best by far. The Trainer was so knowledgeable and created such a welcoming and unpressured environment whilst getting everyone involved. She was very passionate about what she was speaking about and it made the course much more engaging. I feel I’ve learnt a lot from yesterday’s session that I will take forward in my role.

Course:- Dealing with Difficult Customers (Corporate, Business)

“Great course. Emma [The Trainer] is fantastic from her knowledge base, experience & most of all her communication skills. I really enjoyed the course (didn’t think I’d ever say that about a ‘difficult conversations’ course 😉). I definitely feel I have learnt some things about myself and how I can use the techniques, information, advice along with new practices that we went through, to better understand and help our often vulnerable customers. Thanks again.”

Course:- Dealing with Difficult Customers (Corporate, Business)

“Thank you, I have lots of reading, suggested phrases and ideas having had the training. I am already passing your details onto an interested school in Hemel Hempstead.”

Course:- Dealing with Difficult Conversations (Educational Settings)

Bookings are accepted for any number of participants from just 1, 2 or 3, to larger group numbers. However, in order to maintain the integrity and interaction of all participants, our courses are delivered with no more than 12 participants per training course.

Discounted Training Rates are available – please contact us for more details.