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Managing Difficult Conversations

Microsoft Office document icon Booking Form MDC March 2020.doc68 KB
Date & Time of Training: 
3 March, 2020 - 09:30 to 16:00
Macc, 3rd Floor Swan Buildings, 20 Swan Street, Manchester, M4 5JW

About The Course
The course will help you feel confident about having conversations that you find yourself avoiding, whether with colleagues, volunteers, service users / customers or staff who you manage.  You will learn how to structure and plan the conversation, how to communicate what you need to say clearly, how to handle your feelings, how to start and end, and keep control throughout.

Please note that this course is suitable for people who have good basic level communication skills, (e.g. listening and speaking skills), as the course is interactive and involves practising conversations in pairs and working in small groups.   

Who is the Course For?
This 1-day course will help you feel more confident when tackling difficult conversations with colleagues, volunteers, people you manage or service users/customers.

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.
The Training House
£98.00 per person
Further details / booking: 

Please see attached booking form.

Shared Topic Areas: