(25) Managing Difficult Conversations (Amba Hotel Marble Arch, London, 12 May 2020)

This course aims to: Build confidence and skills to help people to have honest, constructive conversations that support positive outcomes. This course is for: This course is aimed for Middle Leaders and those aspiring to Middle Leadership positions.


Course outline: 

This session will help you to understand and overcome our inclination to procrastinate and avoid having those ‘challenging’ conversations

  • We will look at our attitude to conflict and our natural conflict reactions
  • Consider the theory of ‘social threat’ and how it affects behaviour
  • A brief introduction to Transactional Analysis and its impact/influence on personal interactions
  • Understanding perception and perspective from others’ point of view to approach situations with an open mind
  • Focusing on solutions rather than problems to reach positive outcomes –introduction of the TAPS model
  • Listening Skills
  • Introduction to a practical and simple delivering feedback model
  • The day will end with an opportunity to practice some techniques in a safe, supportive environment

09:45 - 10:00

Arrival, registration and coffee

10:00 – 10:15

Welcome, introduction and objectives for the day

10:15 – 11:15

Session 1: Why we avoid ‘confrontation’

Exploring communication styles and conflict handling approaches

11:15 – 11:30


11:30 – 12:00

Session 2:  Identifying core issues and positive outcomes

12:00 – 1.00

Session 3: Asking questions and Active Listening Understanding others’ perspective and ‘unconscious bias’

1:00 – 1:45


1:45 – 2:30

Session 4: Preparing for reactions

2:30 – 4:00

Session 5: Practice and feedback session

4:00 – 4:15

Session 6:   Review and Action Plans 

4:15 – 4:30

Questions and close

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