PDL Having Difficult Conversations

Course Code: HDC1PD


1 Day(s)

Course Type

Private only

Max Delegates


Delivery Style


Prevent future problems by having difficult conversations now

Having difficult conversations is a core component of a Managers role, be it with line managers, giving feedback reports, negotiating with customers and even disciplinary matters. This course, with the help of 'Forum Theatre' and professional actors ensures that your managers are aware of and have practiced difficult conversations. Whilst public courses use pre-agreed scenarios and filmed actors, Private courses have the option of using live actors and your own scenarios agreed up front

Book a Private Event

If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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Who is this course for

Managers and staff who need to have difficult conversations with staff, line managers or customers.

Purpose of the course

To provide knowledge and practice in having difficult conversations, tailored to your specific situation, so your staff have the confidence to tackle difficult conversations promptly and constructively when they return to work.

You will learn how to

  • Boost your self-confidence and self esteem

  • Use a 'Learning Conversation' to improve performance

  • Disarm anger if things get heated

  • Increase your own personal effectiveness using a variety of influencing techniques

  • Make every contact with other staff a 'quality' one which enhances relationships and improves the working climate

  • Give feedback to team members in a constructive and motivating manner

  • Distinguish between assertive, passive, and aggressive behaviour

  • Reflect upon and use 'core' interpersonal skills more effectively

Benefits for you as an individual

The course brings many benefits to the individual that are applicable across both work and personal situations. The ability to have difficult conversations in a constructive manner is an important interpersonal skill that most find very challenging. Holding such conversations in an empowering rather than confrontational way improves both your personal confidence and conversational outcomes. Many who attend the course find that they learn valuable insights into their own approach to different interpersonal situations and learn that conversations are as much about effective listening as talking.

Benefits for your organisation

Having managers that are confident and competant at having difficult conversations brings significant benefits. Sensitive and difficult problems are put to bed early in a motivating and constructive manner, preventing wasted time and ensuring amicable and healthy working relationships.

What are our fears with regards to conflict?

  • What kinds of situations do we find challenging and why?

Emotional intelligence

  • An introduction to the different elements of Emotional Intelligence

Self awareness

  • Self-awareness and emotional control
  • Recognising and labelling emotions
  • Techniques for controlling emotions

Social awareness

  • Listening skills
  • Body language – its importance and when to pay attention to it
  • Empathising with others
  • The SCARF model

Social Management/Managing Others

  • The STATE method
  • Approaches to conflict resolution
  • Disarming anger
  • How to deliver bad news
  • How to say ‘No’ constructively
  • Focusing on mutually beneficial outcomes

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