What is the course content?

Every in-house delivery is unique and adapted to the needs of your delegates and organisation, however, a typical course might look something like this:

1) Different types of challenging conversations

  • What makes some conversations challenging?
  • Identifying the different types of tricky conversations and how to manage each type
  • Dealing with difficult attitudes
  • Identifying ‘what people do’ rather than ‘what people are’
  • The differences in challenging conversations with employees and colleagues

2) Communication skills during challenging conversations

  • The role of words, tone and body language
  • Responding to what’s not being said
  • Identify your own trigger points and how to manage these
  • How to gain the other person’s attention / buy-in

3) Handling challenging emotions

  • Five communication styles and which ones are used in different situations
  • Emotional intelligence –being aware of how you react under pressure and being able to modify your behaviour accordingly
  • Using a solution-focussed approach

4) Preparing for your own challenging conversation

  • Questions to consider before you have a challenging conversation
  • Anticipating the other person’s responses and how you’ll respond
  • How to achieve a successful outcome
  • Handling tricky conversations on the phone

5) Using the skills

  • Skills practice using work-based scenarios
  • Extended Action planning – preparing for your own tricky conversation



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