Handling Challenging Conversations
Build confidence and learn practical techniques to approach difficult conversations calmly, clearly and with greater impact at work.
In this course, you will learn how to:
- Prepare effectively for difficult or emotionally charged discussions
- Use assertive communication to stay calm and in control
- Give clear, constructive feedback without escalating tension
- Apply influencing techniques to guide conversations to positive outcomes
- Manage conflict, strong emotions and unhelpful behaviours
- Navigate performance, behaviour and expectation-setting conversations confidently
Who is this course for?
Managers, team leaders, HR professionals and anyone who needs to give feedback, address performance issues, resolve conflict or manage sensitive workplace discussions.
Enquire NowFrequently Asked Questions
Who is the Handling Challenging Conversations training for?
What skills will I gain from the Handling Challenging Conversations course?
What types of challenging conversations does the training cover?
Is this course practical or mainly theory-based?
How is the Handling Challenging Conversations course delivered?
What support do I receive after completing the course?
Course Outline
Course overview
Duration: 1 day (6.5 hours)
Do you worry about how to give negative feedback or deal with performance issues? Are you concerned about giving bad news? This workshop is designed to give you the skills, knowledge and confidence to tackle these scenarios in a productive way.
If you are a people manager, team leader or supervisor looking to make those challenging conversations less stressful and more effective, this workshop is for you.
Lots of practical sessions will ensure you have the opportunity to relate your learning to your real life work situations.
Objectives
By the end of the course you will be able to:
- Deal with a wide range of challenging conversations
- Describe the preferred behavioural style for giving feedback
- State the most appropriate influencing technique to use in your situations
- Explain how to give successful constructive feedback
Content
What are challenging conversations
- What type of challenging conversations occur?
- Why do we find them challenging?
Communication
- Practical exercise to demonstrate and act as a refresher of the fundamentals of communication
- Barriers to communication especially in a difficult discussion
Choosing the right behavioural style
- Refresher of assertiveness and why it is important in this context
- Practical exercise demonstrating how behaviour breeds behaviour, and the impact of choosing an inappropriate style
- Steps to using assertive behaviour
Influencing
- Cialdini’s model for influence
- How to use influencing techniques in handling challenging conversations
- Practical application
Feedback
- Understanding feedback – positive vs. negative
- Using the ABCBC model for feedback
- Using the basics of emotional intelligence to give effective feedback
- Practical application
Why Choose Underscore for Handling Difficult Conversations Training?
Underscore Group delivers practical, instructor-led leadership and personal development training that helps people communicate clearly, build confidence, and work more effectively with others. Based in Sussex and supporting organisations across the UK, we specialise in relatable, real-world learning that strengthens capability at every level — from early-career professionals to experienced managers.
Every session is tailored to your organisation’s culture, values and ways of working, ensuring the skills taught transfer directly into day-to-day behaviour. Our leadership and people-skills programmes are trusted by organisations across finance, aviation, healthcare, construction and professional services.
- Trusted by leading UK organisations
- Expert trainers with real business experience
- Small-group sessions (6–8 people)
- Practical, hands-on learning approach
- Virtual & onsite delivery across the UK
- Six months of post-course support
Get in Touch
Still have questions about this course?
Click Enquire Now and our team will share full details on content, dates, and pricing — and help you decide if it’s the right fit for you or your organisation.
Enquire NowLooking for training in a different area?
Browse all our Corporate Training Courses across Leadership, Project Management and Microsoft 365.
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Additional Insights
Continue your learning with related tools, articles, case studies, and podcast episodes that explore how these skills are applied in real-world contexts.
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Case Study: Teams Rollout & Adoption – Civil Aviation Authority
- Free Tools and Resources:
How Do You Come Across At Work? Free Communication Style Quiz
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