Managing Difficult Conversations

Overview

Many people avoid difficult conversations through fear of conflict, concerns about damaging relationships or a lack of confidence in how to approach sensitive topics. This practical course will help you develop the mindset, skills and techniques needed to handle challenging conversations constructively and with confidence. You will learn how to communicate clearly and assertively, manage emotions, navigate conflict positively and achieve better outcomes for all parties involved.

Suitable for both individuals and managers, this course will help you develop the confidence and practical skills to navigate challenging conversations with direct reports, colleagues, customers and other stakeholders, whether in person or online. Through practical exercises, discussion and reflection, you will gain tools that can be applied immediately in the workplace.

Objectives

By the end of this course, you will:

• Have the confidence to manage challenging conversations
• Understand how the environment, online or in person, influences how people behave and which strategies to use in different environments
• Understand your limiting beliefs about situations, people and conflict
• Understand more about personality traits and behavioural flexibility
• Know how to use assertive behaviour and transactional analysis
• Have practiced the skills and received feedback to enhance your level of competence
• Understand how to apply situation specific strategies to create successful outcomes
• Understand how to maintain your mental wellbeing and encourage others to remain positive throughout the process
• Know how your organisations policies and processes can support you in holding vital conversations

Thoroughly enjoyable and very good for the situation at hand

Course Content

Environment

• The impact of environment - online or in person, and why does it matter?
• The distinction between difficult and different
• Understanding the communication process - my world, my way
• Acknowledging needs, expectations and values
• Personality traits and preferences – different or wrong?
• Understanding behavioural flexibility

Managing Myself and Others

• Self-awareness first - holding up the mirror and asking ‘is it me’?
• Identifying personal triggers
• Spotting behaviours which don’t help
• Recognising emotion, truth and choice

Skills

• Understanding intent matters
• Incisive questions
• Listening beyond the reply
• Building rapport
• The confidence to be honest
• Resolving conflict through discover-define-decide
• Moving situations forward
• A more flexible approach - relationship dynamics for long term success

 Open Course Information

In-House Course Information

This course is available for in-house delivery at a cost of £1,720+VAT for members, reflecting their learning discount. Please contact us for more information about non-member pricing.

The only additional cost is facilitator expenses, such as travel, where applicable. The course can be delivered in person for up to 12 delegates or virtually for up to 9 delegates.

To learn more or discuss your specific requirements, please get in touch with us.

The Trainers

This course is facilitated by Pippa Blessett, Mike Williams or Camille Nickson.

Pippa Blessett is a dynamic leadership and management specialist with over 20 years of experience driving transformation and innovation. With a sharp commercial mindset and cross-sector expertise, she has worked with organisations of all sizes, from major corporations like Sainsbury’s Argos and Pearson Group to SMEs and public sector bodies. Her background in marketing strategy and communications, combined with nearly a decade of consultancy experience, helps her to inspire others, drive cultural change, and enhance organisational performance.

Mike Williams has spent many years in management and leadership development, delivering executive leadership courses for global organisations, including Ford Motor Finance, and working internationally in strategy, leadership, and business sales development. Most recently, he completed a four-year assignment in manufacturing and engineering, driving strategic priorities in complex environments. As a business development director, he contributed to significant revenue growth, international expansion, and defence-related sales. Passionate about staying current, Mike blends recent industry experience with proven management theories.

Camille Nickson is an experienced consultant with over 25 years of expertise in learning and development, HR, and organisational development. She specialises in working with executive boards, senior leaders, and management teams to drive behavioural change and embed a culture of feedback and reflection. A strategic operator, Camille has a strong track record of developing individuals through coaching, mentoring, and learning programmes that align individual talent with organisational needs.