**Dealing with Difficult Conversations at Work**
Handling challenging conversations in the workplace
Professional Development Course Outline
Course Overview
We all know that feeling in the pit of our stomach when we need to have a difficult conversation with that colleague or team member. From dealing with missed deadlines to giving constructive feedback or addressing a conflict at work, hard conversations are a part of professional life. And yet few of us are taught how to manage these difficult interactions.
This immersive course revolutionises how you approach the most challenging workplace conversations. Instead of trying to sidestep these vital conversations or bungling your way through them, you'll learn how to tackle them with confidence and competence whilst continuing to work well together. The course is all about applied "natural language processing" so will teach practical real world applications that you can actually use on the job starting today.
By utilising tested and effective communication techniques and conflict resolution skills , this course offers a systematic process for addressing sensitive subjects, with professionalism, and compassion. You will be trained to view challenging conversations not as something to shy away from but as an opportunity to build great teams, clarify expectations and drive positive change.
Learning Outcomes
At the end of this course, students will be able to:
Get ready for those challenging workplace conversations that drain you, with a proven strategy
You can use active listening skills that defuse and lead to an open conversation.
Be clear in your communication, offer feedback that is intended to be constructive, not destructive.
Regulate emotional responses (both their own and others') during challenging conversations
Cut through defensiveness and resistance with grace and ease
Write emails, with records for follow up and holding people accountable.
Chase Prospect Follow up effectively for long term positive results and continual improvement
Course Modules
Module 1: Understanding Difficult Conversations
Characteristics of types of conversation and their particular challenges
Identify personal triggers and communication patterns
Price of avoidance is not worth talking to me directly
Module 2: Strategic Preparation
The PREPARE model for conversation planning
Establishing specific goals and desired end results
Finding the right moment, place, and approach
Predicting potential responses and planning counterarguments
Module 3: Opening Conversations Effectively
Establishing psychological safety from the first words
By adopting neutral wording that minimises defensiveness
Establishing the framework for collaborative problem solving
Techniques for addressing resistance early
Module 4: Listening and Building Trust
Higher level listening skills that develop trust and attunement
Interpretation of non verbal cues and appropriate responses
Dealing with your own pressure points emotionally
Helping others process emotions constructively
Module 5: Delivering Difficult Messages
The SBI model (Situation Behaviour Impact) to give targeted feedback
Balancing directness with empathy
Dealing with problems that don't involve personal attacks
Keeping to solutions and not pointing fingers
Module 6: Handling Challenging Responses
What to do with anger, tears and withdrawal
De escalation strategies that restore the space for constructive dialogue
Engaged in denial, excuses and deflection
The art of suspending or rescheduling dialogue
Module 7: Working Things Through and Moving On
Collaborative problem solving techniques
Creating specific, measurable action plans
Establishing clear expectations and timelines
Building accountability without micromanagement
Module 8: Monitoring and Evaluation
Strong follow up systems which keep the ball rolling
Documenting conversations appropriately
Knowing when to help yourself by reaching out for help
Creating a culture of honest, open communication
What You Will Learn
Real World Communication Techniques: Learn the right words, the right questions, and the best 'approach' to help minimise defensiveness and foster healthy communication. Practice giving tough messages with clarity and empathy.
Emotional Control: Foster the ability to stay cool and collected whilst discussing triggering or emotional subjects. Learn how to help others work through hard feedback productively.
Strategic Thinking: To plan conversations for desired results, whilst preserving vital relationships. Train your mind to be on the alert for problems, and to respond quickly with great solutions.
Master Active Listening: Learn advanced listening techniques that make people feel truly heard and understood, even when you're giving them bad news.
How To Resolve Conflict: Turn confrontations that would be devastating if not resolved into opportunities for better understanding and positive outcomes.
Professional Documentation: Recognising when and how to document significant workplace conversations professionally and appropriately and the balance between holding people accountable and engendering trust.
Course Delivery
It is an interactive class that blends theory and hands on work. Role playing, case studies and peer feedback are part of the programme. All exercises are based on real live work experiences so your learning becomes also your doing.
Concluding Remarks
Tough talks don't have to damage relationships or turn the workplace into a pressure cooker. With the proper planning, techniques, and attitude, these exchanges can be a great source of team strength, communication clarity, and a more positive work environment. This course offers the hands on model and conviction to turn your most difficult workplace chats into opportunities for expansion and better teamwork.
Attendees walk away with skills they can use immediately, increased confidence, and a map for how to implement these approaches in their role today. The time and resources spent on nurturing such vital communication skills translates into better relationships, higher productivity, and a lower level of workplace stress.