Prepare for a difficult conversation by fixing the outcome, the evidence and your opening line
A practical introduction to handling difficult conversations at work: what makes them hard, why we avoid them, how to manage conflict well, and how to hold a conversation that actually resolves something. Built around real workplace scenarios, ranking exercises, a self-assessment and case studies. Completing this course certifies you at Promoting Excellence Introductory Level, and leads into the Master Level Part Two course.
What you will be able to do
- Prepare for a difficult conversation by fixing the outcome, the evidence and your opening line
- Separate observable behaviour from judgement so the other person can hear you
- Use a simple five-step model to keep the conversation on track
- Stay calm and stay curious when the other person becomes defensive
- Close every conversation with agreed next steps and a date to review
- Coach yourself through a real conversation you are currently avoiding
What is inside
6 modules, 15 lessons, built to be applied at work.
Introduction
- Welcome to Managing Difficult Conversations (Part One)5 min
What is a difficult conversation?
- What is a difficult conversation?6 min
- First impressions and body language8 min
- Why these conversations matter7 min
Why are difficult conversations often avoided?
- What makes a conversation difficult6 min
- Why we avoid them, and what the data says7 min
Managing conflict in the workplace
- Why conflict needs addressing, and what causes it6 min
- Two real conflict scenarios8 min
- The Thomas-Kilmann conflict model7 min
Managing conversations effectively
- What doesn't work, and why5 min
- Two scenarios: Neil and Claire8 min
- Helpful and unhelpful conversations7 min
Critical conversations
- The Ryan case study7 min
- Body language, listening and a framework for dialogue8 min
- A role model, and your commitment9 min
A credential you can prove
Finish the course and earn a 1.5 CPD hours certificate with its own public verification page. Share it on LinkedIn or attach it to an application; anyone can check it.
Taught by someone who does the work
Education leadership consultant, Promoting Excellence Ltd
- Promoting Excellence Ltd, education leadership consultants
- Specialist in inclusive and adaptive teaching
Jackie Christie is an education leadership consultant with Promoting Excellence Ltd, supporting mainstream schools and colleges to meet the needs of learners with SEND alongside all other learners through inclusive, adaptive practice.
Free guides on this topic
Get a head start with these free resources, then go deeper in the course.