Difficult conversations are inevitable in the workplace. They can occur for a number of reasons and are usually uncomfortable. Reacting to conflict and being able to control the response is a skill that managers need to master. Virtual settings now also bring new challenges for dealing with awkward conversations.

This bespoke in-house training course gives all delegates the tools to enter any difficult conversation and keep control of the situation. Learn how to effectively manage challenging conversations and understand the ways in which you can actively reduce conflict.

This course allows teams to work through practical examples and role-plays to gain the necessary tools to react and respond to difficult conversations.

Learning Outcomes

  • Understand the causes of conflict
  • Learn how to effectively approach difficult situations
  • Explore techniques to actively avoid difficult conversations
  • Ensure positive outcomes for all stakeholders
  • Learn how to manage difficult conversations by working through practical examples
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
[email protected]


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09:15 - 09:45

Coffee and Registration

09:45 - 10:00

Trainer’s Welcome and Clarification of Learning Objectives

10:00 - 10:45

What Causes Conflict?

  • Learn some possible reasons why conflict occurs
  • Know why people avoid difficult conversations
  • Understand how to anticipate conflict
  • Explore the possible warning signs of conflict
  • Understand what would make someone act in a difficult manner
10:45 - 12:00

Morning Break

11:00 - 12:00

Approaching a Difficult Conversation: Practical Skills

  • Develop how to approach a range of difficult conversation topics
  • Learn to anticipate responses and how to react accordingly
  • Know how to adapt your approach to suit a number of different stakeholders
  • Work through practical examples involving approaches to difficult subjects and how to initiate conversation
12:00 - 13:00

Avoiding Difficult Conversations

  • Learn to create an open atmosphere for discussion
  • Understand how to pre-empt conflict before it occurs
  • Explore listening techniques that can stop conflict early
13:00 - 13:45


13:45 - 14:30

Producing Good Outcomes for Everyone

  • Explore what possible outcomes can come from difficult conversations
  • Understand how to follow up a difficult conversation
  • Learn how to put a next step action plan in place to avoid future conflict
14:30 - 16:00

Workshop: Managing Difficult Conversations

Work through practical scenarios of difficult conversations and explore appropriate ways to respond

  • Understand how to control difficult conversations
  • Work through practical examples of possible difficult conversations
  • Learn how to deal with a range of adverse emotional responses
  • Understand which types of conflict are inevitable and how to appropriately deal with and reduce these
16:00 - 16:15

Feedback, Evaluation & Close