Managing difficult conversations is an essential skill for people managers and supervisors across all sectors. Participants will learn to identify the underlying factors that make conversations difficult, significantly boost their confidence in managing these situations, and develop strategies to guide conversations toward constructive outcomes.

The course focuses on enhancing skills such as planning, self-reflection, clarity, and empathy, enabling leaders to transform difficult discussions into opportunities for growth and understanding. It explores why some conversations are particularly challenging and emphasises the importance of tackling them effectively for leadership success.

These improved skills will not only enhance their leadership influence but also prepare them for higher levels of organisational responsibility.

Through this course participants will develop the skills and knowledge to:

• Identify potential drivers of difficult conversations and why people become difficult
• Describe the need for addressing conflict
• Develop assertive communication skills
• Apply active listening skills to difficult conversations
• Plan a difficult conversation and anticipate outcomes
• Manage conflict constructively
• Apply a variety of conflict resolution techniques.

Drivers of Difficult Conversations

• What is a difficult conversation?
• What are the drivers of difficult conversations
• Mapping the root causes

The Impact of Not Addressing Conflict

• Understanding the need for addressing conflict

Dealing with Objective Issues

• Objective issues
• 5 step coaching process for objective issues
• Lead in and close out lines

Dealing with Subjective Issues

• Subjective issues
• Organisational context
• The tunnel of chaos

Conversation Preparation Tips and Strategies

• Before a difficult conversation
• Invest in relationships
• Manage the conversation
• In the tunnel of chaos

Responding to Conflict

• Conflict styles
• Recognising different responses to conflict

Responding to Unfair Tactics

• When the going gets tough

Reflection and Action Plan

Cost and group limits may vary.
Minimum group size: 10

Maximum group size: 16

N/A