Do you need to give some critical feedback or deal with underperformance? Is there a sensitive issue at work that you’ve been avoiding? Do you need to give someone some bad news?

This workshop will help you to manage your difficult conversations at work. You will be introduced to a framework for structuring your conversations and discover what is at stake for both parties. You will also learn how to analyse, prepare for and begin your conversation, as well as staying on track and agreeing actions. 

This workshop is for you if …

You need to have challenging or courageous conversations with your staff.


After taking this workshop you should be able to:

  • say what is at stake during difficult conversations
  • draw on a range of tools and techniques to manage your conversations more effectively
  • use difficult conversations to develop relationships with your team.

Workshop outline

Understanding difficult conversations

  • What are difficult conversations?
  • Choosing whether to have or avoid a conversation
  • Case study – David and Cheryl
  • Having difficult conversations toolkit

Setting the context

  • Understanding the 3 conversations: ‘What happened’, ‘Feelings’ and ‘Identity’
  • From blame to contribution
  • The ladder of inference
  • What are the feelings?
  • Understanding human needs

Planning your difficult conversation

  • Knowing your purpose and ideal outcome
  • Your conflict handling preferences
  • Questions to ask when preparing
  • A difficult conversations framework

Opening your difficult conversation

  • Starting from the ‘third story’
  • Managing your emotions
  • Opening your conversation

Staying on track

  • Communicating effectively
  • Showing empathy
  • The five levels of listening

Problem-solving and agreeing actions

  • Exploring ideas and options
  • Being open minded
  • Taking control of the conversation

Your difficult conversation

  • Practical exercises, self-reflection and feedback

Why choose us?

Find out why you should choose us and how we deliver our workshops face-to-face or online

Full-day workshop schedule

Face-to-face Public training dates 2022/2023
29-30 March 2023  
Face-to-face Public training dates 2023/2024
3-4 August 2023 7-8 March 2024
  • Length: 14 hours
  • Workshop fee: S$892.00 (subject to prevailing GST)
  • Venue: Toa Payoh Centre