Managing Difficult Conversations

Every Manager will need to know how to manage difficult conversations, within the workplace. Our managing difficult conversations training will equip your team leaders and managers with the skills they require to handle a variety of difficult conversations with confidence.

Employees will sometimes experience negative emotions and thoughts in the workplace, which can impact their performance.

Some factors which affect an individual’s mind-set and behaviour, may be work challenges or personal situations.

What is a difficult conversation?

A difficult conversation is a situation in which at least two parties are engaged where

(a) there are differing opinions, perceptions, and needs/wants

(b) feelings and emotions run strong.

Therefore it is imperative that all levels of management develop the key skills to manage these conversations effectively and sensitively.

During this course you will…

• Identify the types of difficult conversations in your workplace and explore what makes them ‘difficult’.

• Explore the potential impact of delaying the ‘difficult’ conversation.

• Assess how a Team Leader’s own mindset and behaviour may impact the behaviour of team members.

• Recognise the differences between capability and conduct and apply a structured approach to identify potential root causes of underperformance.

• Learn when it’s right to manage performance and conduct informally and when it needs to be managed via a formal approach.

• Be introduced to a ‘Best Practise’ approach for managing a variety of difficult conversations.

• Recognise the differences between Passive, Aggressive and Assertive management behaviour.

• Practise effective strategies for managing difficult conversations.

• Create a best practise approach for delivering constructive feedback.

• Practise the delivery of a structured feedback model to ensure that developmental feedback is delivered in a positive and constructive way.

• Agree situations which may trigger a formal approach.

• Explore a 7-step approach when conducting formal conduct and performance meetings.