Holding Difficult Conversations

This workshop develops, enhances and improves the handling of challenging or difficult conversations. The aim is to increase the participant’s feeling of safety and control when faced with managing performance or disengaged colleagues. We explore effective, practical conflict handling and collaboration skills and techniques – which are intuitive as well as easy to use.

The main focus of the workshop is to ensure that all who attend have the confidence and the ability to manage these conversations to a point of positive conclusion for both them and their colleagues.

The programme covers subjects such as defining business and personal boundaries, understanding what makes a situation challenging and how it starts, recognising the signs early on, how personal behaviour can be a negative catalyst, questioning and listening techniques, how not to disagree and dealing with aggressive and abusive behaviour.


– Discuss what makes a ‘difficult situation’ and when these typically happen
– Explore the areas where improvements need to be make at Lifetime
– Understand what is expected of leaders and what the policy guidelines say about this
– Learn how to be flexible and responsive to the individuals emotional state
– Learn some simple techniques to structure difficult communications and maintain emotional composure
– Make a commitment to tackle a difficult situation that exists



How to demonstrate the ability to collaborate with others using empathy during a challenging conversation
The importance of recognising different personality types
How to coach someone around their attitude
How to manage our own behaviour when under stress
Managing and maintaining emotional control during the conversation
How to effectively plan clear and concise communication
Recognise and work with different conflict-handling techniques
Understand the difference between assertive, passive, aggressive and passive aggressive behaviour



The programme is built on trainer led processes and tools combined with lots of shared conversation providing an opportunity for peer learning and building support networks. Participants will learn early warning signs, questioning and listening techniques, common mistakes made and the practical use of empathy. The process can be tailored to internal performance management processes or to unique customer groups.


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