Managing difficult conversations

In-house course

For managers working through change and practitioners working with clients, this course develops confidence and skills to prepare for and manage difficult conversations.

This is a 1 day course in-house (we come to you).

Develop your confidence and skills to prepare for and manage difficult conversations in-person and online. Understand challenges traps & pitfalls, reflect on personal responses, patterns and fears and practise ingredients and techniques to help plan and manage conversations.

This course supports managers working through change and practitioners who need to have those difficult conversations with clients.

    This training is available for individual staff members on our open programme in Bristol (you come to us).

    Also currently available (online for individuals) and (online for teams).

    Course aims

    To develop confidence and skills to prepare for and to manage difficult conversations (including the differences online)

    Course objectives

    By the end of the course participants will have had opportunities to:

    • Consider what makes conversations difficult – identifying traps & pitfalls
    • Reflect upon personal responses to challenging conversations – patterns and fears
    • Consider strategies to prepare for, manage and review conversations

    Venue info:

    In-house courses (we come to you)

    We would ask you to arrange a suitable venue and refreshments for the training. Contact us for more information.

    Trainer: Susan Lawrence

    "Extremely helpful. Breaking down to steps (listening, understanding, focus on intended outcome). GEARS! Having a clear and focussed plan and knowing that this is coming from a professional, not personal position. The role play was really helpful to put it into perspective/make the situations more relatable. I am coming away with lots of practical tools and techniques to manage challenging conversations. Everything we were taught today can be used and applied in everyday life. We were not just taught theory but also how to apply this! Great use of break out rooms for smaller discussions which also varied from pairs to groups of four."

    Tegan Elliott, Support Worker, Next Link, November 2021

    "Very informative and contained practical tools for use in the workplace and within personal relationships. Have increased confidence in my abilities. I will share with my co-workers some of the practical skills and continue to reflect on my practice."

    Jennifer Hudson, Financial Capability Mentor, North Bristol Advice Centre, November 2021

    "It was all really helpful. Specific techniques and framework. Planning, listening more and the gears concept. Thank you, I'm so glad I attended!"

    Caroline Starling, Prison Resettlement Support Worker, Recovery4all, November 2021

    "The role-play, the self-reflections and different perspectives were all really useful. I will consider how I approach situations. Reflect on what might affect the outcome and reflect on what my expectations are as opposed to what the client can manage emotionally."

    Gabby Hall, Safehouse Support Worker, Next Link, November 2021

    "Useful tools provided to reflect on how I am communicating, especially negative enquiry and assertiveness. I enjoyed the training which reinforced confidence in my practice."

    Social Worker, February 2021

    "What's the story, negative enquiry, being more aware of judgement and bias. Very informative and knowledgeable trainer."

    Social Work Assistant, February 2021

    "Very useful tools and processes for being translucent with communication. Appreciated the time to be trained in this area as this is key within my role."

    Early Help Worker, February 2021

    "Very useful. Negative enquiry, recognising my own triggers, giving feedback. I really enjoyed the course."

    Student Social Worker, February 2021

    " Everything on the course was really useful. Nice to know that we are doing our best. Great training - Thank you Susan! Meeting and listening to other people’s experience. Lots to take away - taking time to listen, structuring difficult conversations, using strategies such as attunement and validating. Delivered really well."

    Social Care Manager, February 2021