Managing Difficult People, Conversations and Situations


Successful communication is at the heart of every organisation. When communication breaks down or conflicts arise conversations need to be tackled in a thoughtful, fair and professional way. This course will teach learners at all levels of an organisation how to handle these challenges in the workplace. Learners will identify potential issues in language, meaning and personality traits, and practice positive conversations to resolving situations and disarming conflict.  

Learning objectives
  • Understand what we mean by difficult conversations and what constitutes conflict 
  • Understand the challenges that create difficult situations in the workplace 
  • Identify approaches and techniques to handling difficult conversations 
  • Develop communication skills in active listening skills and body language  
  • Learn your own mediation style appropriate to your personality and workplace culture 
  • Grow confident in predicting, confronting and reporting critical situations before escalation 
Delivery method 

Can be delivered face to face, online or blended either in person or virtually e.g.  Teams/Zoom. Learners will have access to our learning platform where they can refer to the materials, watch extra resources such as videos and interactive activities and access links to organisations, for those that want to take their learning further. 

A full day is recommended for staff with little or no previous experience. For those with prior knowledge, a half day is recommended as a condensed session with post course materials. 

Workshops combine presentation slides, interactive exercises, individual reflection and group discussion. 

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