Handling Difficult Conversations

  • eLearning
  • 1 Unit
  • 25 Minutes

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Having the skills and confidence to handle difficult conversations with staff is an essential part of being an effective manager.


It could be addressing someone’s behaviour or work performance, breaking the news about redundancies, turning someone down for promotion or trying to get a long-term absentee back to work. Whatever the issue at stake, being able to approach these kinds of difficult conversations constructively is a crucial skill for managers. A positive outcome can mean the difference between an employee becoming more engaged and productive, or getting increasingly dissatisfied, going absent or even making a grievance claim.

This course uses powerful original drama and insight from leading workplace mediation experts to look at difficult conversations in a new light and demonstrate how to achieve the outcome you want.

Learning Outcomes

This eLearning course will give a better understanding of:

  • the most common mistakes we make when having a difficult conversation and how to avoid them
  • effective preparation for a difficult conversation
  • the importance of listening
  • key communication skills
  • how to stay calm and defuse the situation
  • how to get to the root of the problem
  • how to negotiate and agree a way forward

Produced by Skill Boosters.