Handling Difficult Conversations with Confidence
1 Day – Conversation Skills Workshop – L3
Difficult conversations are one of the hardest parts of leadership but avoiding them makes problems worse. This workshop gives participants practical frameworks and language they can use straight away to give feedback, address issues early, and stay calm under pressure.
Managers leave feeling more confident and better equipped to handle awkward, emotional or challenging situations professionally.
Workshop Overview
Provides tools to manage tough conversations calmly and professionally
AM Session — Stay Calm & Handle Tough Talks
- Emotional triggers
- Emotional regulation
- SBI model
- DESC model
- Conversation preparation
PM Session — Master Crucial Conversations
- Crucial Conversations basics
- Curiosity based questioning
- Conflict resolution roleplays
- Creating scripts
- Personal action plan
Activities
- Triggers reflection
- SBI practice
- DESC practice
- Roleplay
- PACE conversation model (Pause → Acknowledge → Clarify → Explore)
- “Trigger to Choice” Map
- Early intervention scenarios
This workshop is perfect for managers who avoid conflict, struggle giving feedback or fear tough conversations. Focusing on feedback, conflict and emotional control.
For group bookings, please contact business@suffolk.ac.uk
