Managing Difficult Conversations Training
Managing Difficult Conversations Course Duration: Half or 1 Day
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.
This Managing Difficult Conversations Training is delivered by multi award winning Trainer Jacqui Turner. She was awarded Welsh Contact Centre Trainer of the Year in 2014, whilst employed as the Leadership Trainer For Tesco. Jacqui has also been named within the Top 15 Global CX Influencers in 2024.
There is also an option to include Real-Play activities where attendees will have the opportunity to practise applying their skills with our associate trainer and trained actor Andy. Although there is an additional cost for this option to be added, it will add so much value to your team and is far more effective than role-play!
What Our Clients Say:
I thoroughly enjoyed this course and found it extremely valuable. Jacqui was an outstanding facilitator—her delivery was clear, engaging, and well-structured throughout. She created an environment that encouraged participation and made complex topics easy to understand. I particularly appreciated her ability to relate the material to real-world scenarios, which helped reinforce the learning and made it feel practical and relevant. Jacqui’s enthusiasm and depth of knowledge really stood out, and she managed to keep the sessions interactive and enjoyable. Overall, the course exceeded my expectations, and I left feeling more confident and equipped with actionable insights. I would highly recommend Jacqui and this course to anyone looking to develop their skills in this area.
I found the training a good reminder of things I am ashamed to say I had probably forgotten about. Not rushing into things without the facts but not delaying things either was a useful reminder. The impact to others / all can be significant. I like the idea of exchanging the term ‘difficult conversations’ too. Curious, Respectful, Honest, Supportive, Clarity, Growth or Constructive Conversations all sound slightly more positive. The structure of formal conduct meetings was also a useful reminder.
Hoping to do more with Jacqui in future. The quality of training, as well as her many years of experience is at a very high standard. Just on the 2 hours I had with Jacqui, I was convinced I’d found the right person to work with.
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.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
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Managing Difficult Conversations Training
During this managing difficult conversations training you will…
[/vc_column_text][/vc_column][/vc_row][vc_row][vc_column][vc_column_text]The above course outline provides an example of typical content, however all our courses are tailored to our clients specific needs.
The course can be delivered on site at your preferred location or virtually
Contact Jacqui via in**@*************co.uk or Tel 07834838521 to discuss your requirements and obtain costings[/vc_column_text][/vc_column][/vc_row]
