managing difficult conversations

Difficult conversations training for public sector managers

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.

Marie Thake, Teamshaper Associate Trainer
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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

  • 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.

    • 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

  • 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
    Break

    11:30 – 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

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