Managing Difficult Conversations

# Managing Difficult Conversations
## Professional Development Course Outline

### Course Overview

You know that knot in your stomach when you need to address something at work but keep putting it off? I've been there too, and I've watched countless managers across Australia struggle with the same challenge. Whether it's giving feedback to someone who's underperforming, dealing with a colleague who spreads negativity, or delivering unwelcome news about budget cuts, these conversations never become comfortable just because we avoid them.

Over my years consulting with businesses from Perth to Brisbane, I've noticed the same pattern: good people avoiding necessary conversations because they're afraid of damaging relationships or making things worse. The result? Small issues become major problems, team morale suffers, and everyone ends up more frustrated than if we'd just addressed things early.

This course gives you a practical, compassionate framework for handling workplace conversations that matter. You'll learn to approach these discussions with confidence and genuine care for the people involved, because that's what creates real change.

### Learning Outcomes

By the end of this course, participants will be able to:

- **Plan and structure** difficult conversations using a proven framework that reduces anxiety and improves outcomes
- **Manage their own emotions** and respond constructively when others become defensive or upset
- **Deliver challenging messages** in ways that preserve dignity and maintain working relationships
- **Focus conversations on solutions** rather than getting stuck in blame or past mistakes
- **Follow up effectively** to ensure agreements are honoured and relationships remain strong
- **Recognise early warning signs** of workplace issues before they require formal interventions

### What You Will Learn

**Module 1: Understanding the Challenge**
- Why we avoid difficult conversations and what it costs us
- The difference between being kind and being helpful
- How to shift from dreading these talks to seeing them as opportunities

**Module 2: Preparation That Works**
- Simple planning techniques that reduce your stress before the conversation
- How to get clear on your real objectives (hint: it's usually not what you think)
- Choosing the right time, place, and approach for different situations

**Module 3: Starting Strong**
- Opening statements that create safety rather than defensiveness
- How to name the issue without attacking the person
- Setting the tone for collaboration from the first sentence

**Module 4: Staying Calm When Things Get Heated**
- Practical techniques for managing your own emotional responses
- What to do when someone gets angry, upset, or shuts down completely
- How to pause and reset without losing momentum

**Module 5: Delivering Your Message**
- Speaking clearly about problems without crushing people's confidence
- The art of being direct while remaining compassionate
- Using examples that help rather than humiliate

**Module 6: Moving to Solutions**
- Shifting from problem focused to outcome focused discussions
- How to involve the other person in creating solutions
- Setting clear expectations and timelines that actually work

**Module 7: Following Through**
- Why most difficult conversations fail in the follow up phase
- Simple systems for checking progress without micromanaging
- How to rebuild trust when it's been damaged

**Module 8: Special Situations**
- Performance conversations that motivate rather than discourage
- Dealing with persistent behavioural issues
- Group dynamics when tension affects the whole team

### Course Benefits

This isn't about becoming a tougher manager or learning to be more confrontational. It's about developing the skills to address issues with genuine care for the people involved. When you can have these conversations well, you'll find that your relationships actually get stronger, not weaker.

You'll stop losing sleep over conversations you need to have, and your team will respect your honesty and directness. Most importantly, you'll create a workplace where problems get solved quickly instead of festering for months.

### Concluding Remarks

Managing difficult conversations is one of the most valuable skills you can develop as a leader. This course gives you practical tools and the confidence to address workplace challenges with compassion and effectiveness. You'll learn that these conversations, when handled properly, are actually opportunities to strengthen relationships and improve performance.

The goal isn't to become comfortable with conflict, it's to become skilled at resolving it in ways that honour everyone involved and create positive change.