Overview
Underperformance, behaviour concerns, sensitive personal issues, unwelcome decisions: these conversations are uncomfortable, so they're often delayed, softened until the message is lost, or handled in a way that damages trust.
This course gives participants a clear process for preparing and holding challenging conversations, along with the language to stay clear, fair and humane. Participants practise with realistic scenarios so they leave ready to have the conversation they've been putting off.
Who this course is for
- Line managers and supervisors
- Senior leaders and directors
- HR and people professionals
- Anyone who needs to raise sensitive issues at work
Signs your team would benefit
If any of these sound familiar, managing challenging conversations training is likely to make a real difference.
- Performance issues are tolerated for months
- Managers soften messages until the point is lost
- Issues only surface at appraisal or in formal processes
- Employees say they didn't know there was a problem
- Conversations about absence or conduct are avoided
What participants will learn
- Why we avoid difficult conversations, and the cost of avoiding them
- How to prepare effectively
- Opening the conversation clearly
- Handling emotional reactions
- Keeping the conversation on track
- Agreeing outcomes and following up
Course objectives
By the end of the course, participants will be able to:
- Prepare thoroughly for a challenging conversation
- Open conversations clearly and respectfully
- Respond to defensiveness, upset or anger
- Keep the conversation focused on facts and outcomes
- Agree actions and follow up fairly
Key topics
- Avoidance and its costs
- Preparation and planning
- Opening statements
- Listening under pressure
- Handling emotion
- Agreeing actions
- Follow-up and documentation
What a typical session looks like
Every session is tailored, but most follow the same shape, moving from ideas to practice to a personal plan.
- 1
Start with your reality
We open with the situations your team told us about in our pre-course conversation.
- 2
Understand the core idea
Short, clear input on the model behind the course, without jargon.
- 3
Practise
Participants prepare a real conversation they're facing and practise it with supportive feedback.
- 4
Apply it to real scenarios
Groups work through examples drawn from your workplace and sector.
- 5
Leave with a plan
Everyone commits to two or three actions they'll try in the next week.
Benefits
For employees
- Confidence to tackle issues early
- A reliable structure for tough conversations
- Less anxiety before and after
- Better relationships, even after difficult news
For your organisation
- Performance and behaviour issues addressed earlier
- Fewer issues escalating to formal processes
- More consistent, fair management practice
- Stronger trust between managers and teams
Delivery options
Managing Challenging Conversations training is available in two formats. Both are live, interactive and tailored to your organisation.
In-house training
In-house delivery allows scenarios to reflect your policies and the situations your managers actually face, while maintaining confidentiality.
We deliver at your premises, or a venue of your choice, anywhere in Wales.
About in-house trainingLive online training
Live online sessions use breakout practice and suit managers spread across multiple sites.
Sessions are trainer-led and interactive, with breakout practice and discussion.
About online trainingFurther reading
Free guides from our resources library on the ideas behind this course.
Available across Wales
We deliver managing challenging conversations training at workplaces throughout Wales, including:
- Managing Challenging Conversations training in Cardiff
- Managing Challenging Conversations training in Swansea
- Managing Challenging Conversations training in Newport
- Managing Challenging Conversations training in Wrexham
- Managing Challenging Conversations training in Bridgend
- Managing Challenging Conversations training in Carmarthen
- Managing Challenging Conversations training in Bangor
Managing Challenging Conversations training: FAQs
Is there practice involved?
Yes, in a supportive way. Most people say practising with realistic scenarios is the most valuable part of the course.
Can this reflect our HR policies?
Yes. We can reference your performance, absence or conduct policies so the course supports your processes.
Do you offer difficult conversations training in Cardiff?
Yes. We deliver at workplaces in Cardiff and across Wales, and live online.