Training course

Managing Difficult Conversations

This course covers how to prepare in advance of a difficult conversation. You will gain useful techniques, strategies and tips to help make the conversation more productive and less daunting.

  • 1 Day
  • Online or in person
  • Private courses available
Download outline (PDF)

Included

  • Comprehensive course materials and exercises

Course content Back to top

  1. Communication Essentials
    What it means to be an outstanding communicator
    Communication barriers
    Listening skills
    Questioning skills
  2. What is a Challenging Conversation?
    Poor performance or conduct
    Investigating a complaint
    Dealing with a grievance
    Discussing personal problems
    Giving bad news
  3. Personality Types & Communication Styles
    Emotional Intelligence
    Managing own and other’s emotions
  4. The Conversation
    Conversation formulas
    Essential components
    Clear and straightforward language

Public dates and prices Back to top

Prices are per delegate and exclude VAT.

  • Monday 23 November 2026

    Virtual, live online 9:30–16:30

    £345+ VAT

  • Thursday 13 May 2027

    Virtual, live online 9:30–16:30

    £345+ VAT

  • Wednesday 11 August 2027

    Virtual, live online 9:30–16:30

    £345+ VAT

  • Monday 22 November 2027

    Virtual, live online 9:30–16:30

    £345+ VAT

Can't make these dates? Ask about a private course on a date that suits you.

Training a team?

Run this course privately, on your dates

  • Virtual These courses can be attended from anywhere.
  • Private Flexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
  • Bespoke Bespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.

What delegates say Back to top

Which part of the course did you find particularly valuable

“How to deal with responding to clients difficult scenarios”
S.T., Tlw Solicitors

How would you rate the course content overall

“Amazing I feel I will be so much more efficient. Content was so relevant and useful. Looking forward to applying what I have learned”
K.B., Education Development Trust, Excel Level 3

Which part of the course did you find particularly valuable

“URL campaigns, tagging, knowing what people use the search bar for.”
A.M., South Tyneside and Sunderland Nhs Foundation Trust, Google Analytics Essentials

Following this training what are you going to do differently

“Manage 11 situations more confidently”
J.F., Stepping up to Managementltbrgt

Following this training what are you going to do differently

“Manage emails differently. Manage to do list differently.”
F.P., Beamish Museum Ltd, Time Management
“Very nice approach and teacher style”
L.H., Schlegelgiesse, Excel Level 1

Following this training what are you going to do differently

“Everything. I will adapt my new skills and integrate them into my work as I do work with large data sets”
L.D., Nothumbrian Water Group, Excel Level 3
“I really enjoyed the course”
N.M., Kaefer, Excel Level 2

Please contact us to discuss your Managing Difficult Conversations course, we have many solutions available to ensure you receive the best training possible.

Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Managing Difficult Conversations course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account. Please contact us to booka place or get a quote for your Managing Difficult Conversations course.

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed: 10/20/2026 10:16:17 PM