managing difficult conversations
Half-day masterclass for public sector professionals responsible for managing people and addressing issues directly
Focused on situations where conversations feel difficult, sensitive or easy to delay, and where clarity, confidence and composure matter.
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By the end of the session, participants will be able to:
Start difficult conversations early, before issues escalate
Be clear and direct while maintaining respect and working relationships
Stay composed when conversations become uncomfortable or emotional
Use empathy to understand the other person’s perspective without losing their own position
Handle reactions such as defensiveness, silence or challenge without losing direction
Close conversations with clear expectations, actions and follow-up
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This is a practical, hands-on masterclass focused on real management situations.
Participants work through scenarios such as addressing performance, behaviour or disagreement. Each section introduces a simple approach, followed by guided practice and feedback.
We focus on building confidence through rehearsal, so participants leave better prepared to handle conversations they might otherwise delay.
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Half-day masterclass (3.5 hours)
Can be extended to a full day to cover additional objectives
Delivered in-person or virtually
Mixed groups from across teams
Level set to match the group on the day
Up to 20 participants
From £1,800 per session
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09:30 – 09:45
Introduction and context
Setting objectives for the day and understanding what makes certain conversations feel difficult.09:45 – 10:30
Why certain conversations are delayed or avoided
Exploring the fears, beliefs and triggers behind avoidance, and building the case for starting conversations early.10:30 – 11:15
Staying composed and managing your response
Using emotional intelligence to notice your own reactions, and applying the "emotion first" principle - addressing feelings before problem-solving - to stay composed under pressure.11:15 – 11:30
Break11:30 – 12:15
Opening and navigating difficult conversations
Working through the Difficult Conversation Planning Canvas to prepare an opening, and exploring how reframing turns a fixed position into a constructive discussion.12:15 – 12:45
Handling reactions and maintaining direction
Responding to defensiveness, silence or challenge, and using positive reinforcement to encourage the behaviour you want to see.12:45 – 13:00
Key takeaways and application
