Managing Difficult Conversations

Managing Difficult Conversations

You know that sinking feeling when you see an email that starts with "We need to talk" or when you have to address an employee's attitude problem for the third time this month. Whether it's giving feedback to someone who gets defensive, discussing poor performance with a long-term team member, or addressing conflicts between colleagues, these conversations are never easy. But here's the thing - avoiding them doesn't make them go away, it just makes everything worse.

I've been training managers and supervisors for over fifteen years, and I can tell you that the ability to handle difficult conversations confidently is what separates good leaders from great ones. This isn't about becoming confrontational or learning fancy psychological tricks. It's about having honest, productive discussions that actually solve problems instead of creating bigger ones.

This training focuses on real-world scenarios you'll recognize immediately. Like when Sarah from accounting keeps missing deadlines but gets upset every time you try to discuss it. Or when two team members can't seem to work together and their tension is affecting everyone else. We'll work through these situations using practical techniques that actually work in the heat of the moment.

You'll learn how to prepare for these conversations without overthinking them, how to stay calm when the other person gets emotional, and most importantly, how to guide the discussion toward solutions rather than just venting frustrations. We cover everything from dealing with difficult behaviours to handling situations where emotions run high and people shut down or become defensive.

The session includes role-playing exercises based on actual workplace scenarios (don't worry, nothing too dramatic), practical scripts you can adapt to your own situations, and strategies for following up after difficult conversations to ensure real change happens. You'll also get techniques for managing your own stress and emotions during these discussions, because let's face it - they're tough on everyone involved.

What You'll Learn

By the end of this session, you'll have a clear framework for approaching any difficult conversation with confidence. You'll know how to set the right tone from the start, ask questions that uncover the real issues, and respond constructively when people become defensive or emotional. You'll practice techniques for staying focused on solutions rather than blame, and learn how to document these conversations appropriately for HR purposes.

We'll also cover how to recognize when a conversation is escalating beyond your comfort zone and when to involve HR or senior management. Plus, you'll get practical tips for creating an environment where these conversations become easier over time, so they're not always crisis situations.

The Bottom Line

Here's what really matters: after this training, those conversations you've been putting off won't feel so overwhelming anymore. You'll have the tools and confidence to address issues when they're still manageable, which means fewer headaches for you and better outcomes for your team. Your employees will actually appreciate the clear, honest communication (even if they don't show it immediately), and you'll sleep better knowing you're not letting problems fester.

This training works because it's based on what actually happens in real workplaces, not textbook theory. You'll leave with practical skills you can use immediately and the confidence to handle whatever difficult conversation comes your way next week.

Location: Perth