Managing Difficult Conversations
This course equips supervisors and managers with practical tools and frameworks for navigating difficult conversations confidently and effectively. Through a structured one-day workshop format, you will learn how to plan and carry out challenging discussions, manage your own reactions, apply active listening and questioning techniques, and achieve productive outcomes — all while maintaining safety and mutual respect.
What you'll learn
- Define frame of reference and explain how it influences difficult conversations
- Establish positive intent and identify a desired outcome before entering a difficult conversation
- Apply effective communication skills including active listening, body language, and questioning techniques
- Draft a script or template for a difficult conversation using a structured framework
- Execute the eight-step process for carrying out a difficult conversation
- Maintain safety and mutual respect throughout challenging discussions
- Identify when to walk away or escalate a conversation
Preview a lesson
Where and When You Have the Conversation Matters You can't always choose the time and place for a difficult conversation — sometimes they arise in the middle of another meeting or unexpectedly in a hallway. But when you *can* plan ahead, the environment you choose has a significant impact on how the conversation unfolds. Choosing the Right Location Think about the outcome you want before selecting a meeting location: **Your office:** If you need to assert authority, meeting in your office may be appropriate. However, consider whether sitting across a desk from each other sets the wrong tone. A round table or side-by-side seating within your office can soften the dynamic and make the conversation feel less like an interrogation. **A neutral meeting room:** This is usually your best option. A comfortable, private room with appropriate lighting puts both parties on equal footing and creates the conditions for a constructive conversation. **Public spaces (restaurants, coffee shops):** Avoid these. If the conversation becomes heated, you risk making a scene. If either of you is worried about being overheard, important things may go unsaid — creating an undercurrent of unresolved conflict. Timing Considerations Consider what time of day and what point in the week is best for a difficult conversation. In general: **Avoid Monday mornings** when workloads feel heaviest and stress is
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Curriculum
Module 1: Course Overview & Choosing to Have the Conversation
5 lessons- textCourse Overview
- textConsidering the Consequences
- textEstablishing Your Frame of Reference
- textEstablishing Positive Intent & Identifying Your Desired Outcome
- quizModule 1 Quiz
Module 2: Toolkit for Successful Conversations
4 lessons- textManaging Your Body Language
- textSpeaking Persuasively & Active Listening
- textAsking Questions & Probing Techniques
- quizModule 2 Quiz
Module 3: Choosing the Time and Place
2 lessons- textSetting the Right EnvironmentPreview
- quizModule 3 Quiz
Module 4: Framework for Difficult Conversations
3 lessons- textUnderstanding Your Purpose
- textThe Eight Steps for a Difficult Conversation
- quizModule 4 Quiz
Module 5: Staying Safe & Bringing It All Together
3 lessons- textMaintaining Mutual Respect and Staying in Control
- textWhen to Walk Away & When Things Don't Work
- quizModule 5 Quiz