Handling Difficult Conversations with Confidence, Compassion and Clarity

Name: Handling Difficult Conversations with Confidence, Compassion and Clarity
Price: 39 GBP

Leadership

Course No. 1209

£39.00 (ex. VAT per learner)

Online - Zoom 2.00 hour(s)

Certificate of Attendance

Available Funding:

Self funded

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Course Outline

In our “Handling Difficult Conversations with Confidence, Compassion and Clarity” course, you’ll learn how to start challenging discussions in a calm and professional way, even when emotions are running high. The course shows you how to structure conversations so that they stay focused, respectful and productive.

You’ll develop simple techniques to manage emotional reactions, both your own and those of others. Through realistic, sector-specific scenarios, you will practice responding to common workplace situations in a safe and supportive environment, led by one of our experienced Leadership training team. Our hands-on approach builds your confidence and strengthens your communication skills.

By the end of the course, you will leave with clear strategies and ready-to-use phrases that you can apply straight away in your own workplace, you will feel better prepared to support your team, address issues early and create a positive and open working culture.

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Feel more confident starting difficult conversations
Learn how to structure discussions so they stay productive
Develop techniques to manage emotional reactions – both yours and others’
Practice real-life care-sector scenarios
Leave with ready-to-use phrases you can take straight back to the workplace

Module 1: Understanding Difficult Conversations

Explore why difficult conversations feel challenging
Understand the impact of avoiding issues
Identify common workplace situations that require honest discussion
Reflect on your own communication style and triggers
Build the right mindset for constructive conversations

Module 2: Preparing and Structuring the Conversation

Learn a clear structure for planning discussions
Set the right tone from the start
Practise confident and professional opening lines
Keep conversations focused and on track
Agree clear outcomes and next steps

Module 3: Managing Emotions with Confidence and Compassion

Recognise emotional triggers in yourself and others
Use simple techniques to stay calm under pressure
Respond with empathy while maintaining boundaries
De-escalate tension in challenging situations
Strengthen active listening skills

Module 4: Practising Real Workplace Scenarios

Take part in realistic, sector-specific scenarios
Practise responding to common workplace challenges
Receive supportive feedback from experienced trainers
Build confidence through guided practice
Refine your communication approach

Module 5: Taking It Back to the Workplace

Develop clear, practical strategies
Learn ready-to-use workplace phrases
Create a personal action plan
Apply learning immediately in your role
Promote a positive and open working culture

I find difficult conversations very stressful – will this course help me feel more confident?
Yes. This course is designed to build your confidence step by step. You will learn simple structures and practical phrases that take the pressure off “finding the right words” in the moment. Through guided practice in a safe environment, you will develop techniques to stay calm and focused, even when emotions are high. Many participants say they leave feeling more prepared and less anxious about starting challenging discussions.

How will this training help me improve my team’s working culture?

Beyond just handling one-off “difficult” moments, this course teaches you how to address issues early. By mastering these techniques, you’ll be able to encourage a more positive and open working environment where feedback is constructive rather than confrontational. Our experienced leadership team will show you how respectful, focused discussions can actually strengthen team relationships and prevent small issues from escalating.