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
“Really enjoyed the breakdown of seeing our own accounts, double clicks etc.”
M.O., Durham County Council, Google Ads

Which part of the course did you find particularly valuable

“As a new user to Power BI I found the whole course really valuable but Stuart’s explaining of the 7 steps to setting up a report was especially valuable.”
J.H., Nhsbsa, Microsoft Power BI Desktop

Any other comments or recommendations

“Very good, useful course.”
K.G., South Tyneside Council, Excel Level 3

Which part of the course did you find particularly valuable

“I enjoyed how adele layed the framework out for me to build my skills for the basics. I can now take another course to grow my skills from this. No bad habits!”
S., Rowen Homes, Excel Essentials

Any other comments or recommendations

“I feel as though I have learnt lots of new functions that will assist me in doing my job”
T.W., Nicholsons Sealing Technologies, Excel Level 2

Following this training what are you going to do differently

“I now want to take on more challenges and improve the documents I produce.”
A.M., Px Group, Word Working with Advanced Features and Complex Documents
“Great course, easy to follow, would recommend”
B.M., Direct Rail Services, 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: 11/13/2026 12:19:31 AM