• Knowing what’s right – you already do
• Planning the conversation
• Choosing the right time and the right place
• Structured conversations
• Conflict
• Avoiding conflict
• Recognising escalation
• De-escalation
• Finding a resolution
• Staying assertive and flexible
• Forming and agreement
• Reflecting on and learning from your tough conversation
• Letting go

We will encourage you to bring examples of tough conversations you have had, and tough conversations you know you have to have.  Any work-place context will be appropriate; tough conversations with suppliers, customers, colleagues, staff, or your boss.

Who is it for?
Any manager, supervisor or HR professional who is concerned about having a difficult conversation in the workplace.  This may be with suppliers, customers, colleagues, staff, or your boss.

Are you worried about having that difficult conversation?

You know what needs to be done, but it isn’t always easy doing it.  You have to sit someone down and say what needs to be said.  It’s a difficult message.  That’s tough, and you need to summon up your courage.

You also need to plan the conversation and be prepared to handle it, however it plays out.  This might mean:

• Tackling a sensitive topic
• Dealing with conflict
• Addressing difficult behaviour – or worse
• Having to say “no”
• Coping with aggressive behaviours

This course has been designed to help you prepare effectively for that tough conversation, to feel confident as you approach it, to respond flexibly to whatever happens, to reflect on what you have learned, and to let go.