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Managing Difficult Conversations - (for all staff and managers) 1 Day Course (up to 12 delegates)



Introduction to Managing Difficult Conversations For up to 12 delegates

Course Suitability


Pre Course Questionaire

Most people find it daunting to raise an issue

This 1 day programme takes you through some

Prior to training delivery we issue a Pre-Course

about another person’s performance, or conduct



Questionnaire to ensure that we fully understand

particularly when they have been left unmanaged

about how and why difficult conversation happens

the issues delegates face and what they would like

and had little challenging feedback. Sometimes

and listening and conflict facilitation skills. Small

to achieve during the course. This also helps to raise

difficult conversations just explode at or around you

group discussions, practical activities and role plays

delegates’ engagement in the course.

as people are stressed, dissatisfied or upset. This

will be used to develop skills. This course does have

course is for all staff and particularly managers. By

some challenging content so a safe, constructive

having the tools and techniques in hand to tackle

environment for learning is created by our

these difficult conversations managers can improve

experienced trainers.



on their skills and confidence.

Tel. 0845 600 8851



Course Outcomes and Benefits


We work in partnership with you to identify the required learning objectives for each course. Typically this includes a scoping conversation with the necessary stakeholders. Our standard learning objectives include: •

Understand why difficult conversations happen

Recognise how to effectively plan and communicate in advance of difficult conversations

Understand the RESPECT model of managing difficult conversations

Use the ‘traffic light approach’ to listen and respond appropriately to different types of difficult conversation

Understand the importance of active listening and use a range of active listening techniques

Recognise how to use empathy and assertion

Manage and control your own behaviour

Handle resistance/challenging behaviour

Understand how to sustain change following the conversation

Tel. 0845 600 8851

ALL PARTICIPANTS WILL GET: • Access to phone support on related course issues from People Resolutions for 3 months after their training. • Access to People Resolutions on-going developmental materials and activities including best practice documentation and templates; white papers; webinars; our blog and growing on-line resource material.


Course Outline and On-Going Support CONTENTS OF THE DAY WILL INCLUDE: The RESPECT Model

Title to be added here

• What makes conversations difficult – triggers for difficult behaviour

• Different types of difficult conversation – the traffic light approach – green, amber and red conflicts - matching the approach to the conversation

• Are you a shark or a meerkat? Conflict management styles – what do you find difficult? • Using the RESPECT model:

• Practical activities – mini role plays – case studies • Exploring and working on different types of interaction – face to face, on-line, telephone

o Rapport build • Active listening skills – finding out, reflecting back and building rapport o Explore issues, perceptions, feelings • Empathy and impartiality – taking a non-blaming approach o Show understanding • Win/win problem solving – creative thinking o Problem-solve • Strategies for dealing with resistance, challenging behaviour o Empower people to move on constructively • Closure skills – confirming outcomes, action planning o Close – confirm outcomes, create action plans, next steps • Building in sustainability and ‘fall backs’ o Transfer and sustain learning and behaviour into the workplace.

Tel. 0845 600 8851



Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.

Tel. 0845 600 8851


Why People Resolutions? Experienced Trainers

Expert Mentoring and Ongoing support

Our programmes are run by professional trainers who:

Additionally, People Resolutions experts can provide:

• Have conducted relevant training for many years

• Expert mentoring during individual cases e.g. mediation, investigation, etc.

• Are excellent facilitators as well as technical experts

• Online or face-to-face refreshers, continuing practice sessions or an

• Are members of appropriate professional bodies with relevant qualifications

ongoing support package

• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates

Contact us about the costs for these support services.

• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.

Customised Learning Material

Blended Learning and E-Learning

We will work with you to design a bespoke learning event, taking into account aspects

People Resolutions will work with you to create the maximum learning

such as organisational culture, issues and behaviours relevant to your organisation’s

opportunity by using a blended learning approach. We already have some

environment, policies and procedures. Our training delivery is backed up with tried

online material which we can weave into courses, and we can create content to

and tested investigation processes, materials and standards. All casework material

be used within your own e-learning framework and provide tailored webinars,

and content is customised to your needs.

video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.

Tel. 0845 600 8851


Please get in touch for more information and details of pricing

0845 600 8851 @Peopleres

Tel. 0845 600 8851

People Resolutions Course Information- Managing difficult conversations training  

People Resolutions course information on 'Managing Difficult Conversations - (for all staff and managers)' 1 Day Course (For up to 12 delega...

People Resolutions Course Information- Managing difficult conversations training  

People Resolutions course information on 'Managing Difficult Conversations - (for all staff and managers)' 1 Day Course (For up to 12 delega...