Managing Difficult Conversations


  • Define frame of reference
  • Establish a positive intent and a desired outcome
  • Use good communication skills during a conversation
  • Draft a script for a difficult conversation
  • Use specific steps to carry out a difficult conversation
  • Access additional resources as required
  • Maintain safety in a conversation



We have so many interactions in the run of a day, it’s reasonable to expect that some of them are going to be difficult. Whether these are conversations that you have in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly. This one-day workshop will give you the tools to manage difficult conversations and get the best results possible out of them.

Choosing to Have the Conversation

  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome

Toolkit for Successful Conversations

  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques

Choosing the Time and Place

  • Tips On Choosing a Good Meeting Place
  • Time For a Difficult Conversation

Framework for Difficult Conversations

  • What’s Your Purpose?
  • Steps for a Difficult Conversation
    • A Seven-Step Framework For Difficult Conversations
  • Creating a Conversation Template

Staying Safe

  • How to Handle Conversations Which Might Be a Threat to Their Safety

Testing the Waters

  • Role Play a Difficult Conversation That They Have Recently Encountered

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