Dealing With Difficult Conversations


Difficult Conversations are the ones we’d rather put off.  They consume our thinking leading up to them, they are uncomfortable, awkward and sometimes intimidating. It can be painful while they’re happening and then we ‘replay the mind tapes’ afterwards – with ‘what we said’, and then with ‘what we wished we’d said’ and then with ‘what we really felt’ and it can cause all those emotions all over again.

Left unsaid, these conversations fester, distort and affect our relationships. Done badly, they erode morale and affect performance. And they can cause stress, anxiety, apathy and frustration for everyone concerned.


The one thing that they hardly ever do, is go away on their own!


The ‘Dealing with Difficult Conversation’ training course looks at how to handle these challenging conversations using an 8-Step blueprint that will help you feel more prepared, communicate confidently and in stay in control of the situation and yourself, which means things will go more smoothly, and you’ll have a far better chance of getting to the best possible outcome for all involved.  It also means that you (and they) will experience less stress and anxiety in the process.

Also available as a school Inset


By the end of this programme you will be able to –  

  • • Learn new strategies for handling difficult conversations effectively;
  • • Know how to structure the opening of a difficult conversation more effectively;
  • • Understand the problem and select appropriate level of approach to deal with it;
  • • Identify and visualise the best possible outcome;
  • • Effectively prepare physically for the conversation;
  • • Use a number of strategies to prepare mentally for the conversation;
  • • Select the best way to start a difficult conversation;
  • • Deal effectively with sensitive situations;
  • • How to think on your feet if the conversation takes an unexpected turn;
  • • Remain calm if the individual starts being offensive;
  • • Know what to say when everything else fails;
  • Plus, we will look at 4 typical difficult conversations in depth:
  • • Delivering bad news (and saying no)
  • • Giving critical feedback (performance and behaviour)
  • • Resolving conflict(direct and indirect)
  • • Asking for help (Influencing and motivation)


Course Leader

Nicola S Morgan



Target Audience

Aimed at anyone who works directly or indirectly with staff and parents who want to develop greater confidence and skill in dealing with difficult conversations.

Ideal for school-based staff including head teachers, deputy headteacher, teachers, business manager, family support worker, SENCO, special education teacher, pastoral lead teacher, bursars, school PAs (personal assistants), designated safeguarding lead, school governors, education welfare officer, pastoral support, supervisor, school receptionist, local authority staff and multidisciplinary teams.

Contact us for in-house training price.