0333 321 3021


Managing Difficult Conversations

Microsoft Office document icon Booking Form Autumn 2019.doc69.5 KB
Date & Time of Training: 
28 November, 2019 - 09:30 to 16:00
Macc, 3rd Floor Swan Buildings, 20 Swan Street, Manchester, M4 5JW

This 1-day course will help people feel more confident when tackling difficult conversations with colleagues, volunteers, paid staff or service users.

Learning Outcomes
By the end of the course participants will:

  • know the consequences of avoiding difficult conversations.
  • have learned how to approach the conversation, how to start and end, and keep control throughout.
  • have practised having difficult conversations in a supportive environment.
  • take away an outline of conversations they may have as a result of the course.

Course Content

  • What is a difficult conversation?
  • The 'learning conversation' approach – having an open mind.
  • Assertive communication: balancing firm, fair, open and direct.
  • Why we avoid having difficult conversations.
  • Nipping in the bud with a 'quiet word' to prevent escalation.
  • Preparing for the difficult conversation.  How to begin. Core statements.
  • Taking control and staying in control of the conversation.
  • Handling our own and the other person's feelings.
  • Ending the conversation - action planning and moving on.

If you would like to run this course in-house for a group of staff, please get in touch on 07733 268088. 
The course costs £650 to run for up to a maximum of 12 people.

Training House
£95.00 per person
Further details / booking: 

See attached booking form