Managing Difficult Conversations

Managing Difficult Conversations

You know that sinking feeling when you see a certain colleague's name pop up in your calendar for a "quick chat"? Or when your boss asks to see you at the end of the day? We've all been there – avoiding conversations that need to happen, rehearsing what we'll say in the shower, then walking away from the actual discussion feeling like we completely botched it.

Here's the thing: difficult conversations don't have to feel like walking through a minefield. After working with hundreds of managers, team leaders, and frontline staff over the years, I've learned that most people think these conversations are hard because they're doing them wrong. They either go in guns blazing or tiptoe around the issue so much that nothing actually gets resolved.

This training isn't about becoming a master negotiator overnight. It's about learning practical techniques that actually work when your colleague consistently misses deadlines, when someone's attitude is affecting the whole team, or when you need to address performance issues without making things worse. We'll cover how to prepare for these conversations (hint: it's not just about what you're going to say), how to stay calm when things get heated, and most importantly, how to actually achieve the outcome you need.

You'll learn how to use conflict resolution strategies that keep conversations productive rather than destructive. We'll also explore when it's worth having the conversation at all – because sometimes the best difficult conversation is the one you don't have.

What You'll Learn

How to prepare for conversations that matter without over-rehearsing yourself into a panic
The three-step framework for staying on track when emotions run high
Specific phrases that defuse tension instead of escalating it
How to listen in a way that actually changes people's behaviour
When to have the conversation, when to wait, and when to involve someone else
Techniques for following up that ensure real change happens

We'll practice with real scenarios you've probably faced: the team member who always has an excuse, the colleague who undermines you in meetings, the direct report whose personal issues are affecting their work. No role-playing with perfect scripts – just honest conversations about what actually happens when you try to address these situations.

You'll also discover how to handle your own stress and emotions during these conversations. There's nothing worse than planning what you'll say perfectly, then losing your cool and saying something you regret. We'll cover practical techniques for managing your own reactions so you can stay focused on getting results.

The Bottom Line

By the end of this session, you'll have a clear framework for approaching any difficult conversation with confidence. You'll know how to prepare effectively, stay calm under pressure, and follow up in ways that create lasting change. Most importantly, you'll stop avoiding the conversations that could actually improve your work relationships and team performance. These skills work whether you're dealing with colleagues, customers, or even managing difficult conversations with your own manager.

Location: Perth