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Dealing with difficult conversations


Dealing with difficult conversations logo

CPD Accreditation detail

Professional Body: IOBSA

CPD hour allocation: CPD Hours (online learning): 2 CPD hours    

CPD registration number: IOB182

Course description

Whether you need to confront a co-worker, give an employee bad news, or discuss a delicate issue with a client, you will learn a four-step process to help you have a difficult conversation. You’ll also learn what to do before, during, and after your discussion to confidently engage your audience, reach a place of mutual understanding, and overcome issues in the workplace.

 The following topics will be covered in this course:

  • The risks of avoiding difficult conversations
  • Step 1: Prepare
    • Gather your thoughts and change your mindset
  • Step 2: Frame it effectively
    • What you say and how you say it
    • Framing difficult conversations effectively
  • Step 3: Discuss the issue
    • Discuss, don’t lecture
    • Practice active listening
  • Step 4: Wrap up the discussion
    • How to find the right stopping point
    • Summarise and follow-up
  • Case study
  • Coaching video