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Having difficult conversations


This course provides you with practical and effective techniques to conduct and manage difficult conversations with staff.

Business need

One of the most challenging parts of managing performance is initiating conversations around sensitive topics. Being able to tackle contentious issues in a balanced, calm and consistent way is a valued skill in all areas of working life. In a workplace context these skills can help promote productive and engaged teams and a better managed workforce. Managers who avoid difficult conversations risk undermining their own position and potentially losing credibility with staff.

The course covers ways of addressing sensitive subject matters like bullying, emotional issues, resistance to criticism and poor performance.

Immerse yourself in a safe role-play environment where you will get hands on experience of how to manage discussion around a range of awkward subjects including personality clashes, discipline and conveying dismissal.

Suitable For

Team leaders or managers, heads of department, Directors of smaller organisations, Supervisors and those who wish to refresh their workplace communication skills.

Note: This is a comprehensive training session. The day includes giving our delegates practical experience; attendees must be prepared to engage in role play exercises.



Face the problem:

· What is a difficult conversation?

· When should I speak to the employee?

Prepare and plan in advance:

· Gather information

· Check your policies

· Think about your approach and the outcome

Communication skills you will need:

· Keeping in control

· Questioning and listening skills

Techniques you can use:

· Body language and rapport

Structure the conversation:

· Prepare your template

· Hold the conversation

· Solutions, follow up action and support

Why Acas?

Acas offers comprehensive, authoritative and affordable training you can trust.


We are at the forefront of developing and improving Employment Relations, people management and HR practice in the workplace. We have been one of the leading experts in this field for over thirty five years and we work every day with organisations large and small. This unique experience brings valuable insight to our training and good practice events.

Our expert-led training sessions are designed to enable discussion and interaction and our comprehensive range of advice and support services ensure you get additional back-up for your workplace if you need it.

Did you know?

Acas also run courses on Mediation. Courses range from basic introductory sessions, through to our accredited Certificate in Internal Workplace Mediation.

Click here for more details and to view course dates in your area.

Venue Euston Tower - 10:00 - D   Map (opens in new window)   Date 16/03/2018    Time 10:00 - 16:00   
Price £245.00 per person    Please note our training events are VAT exempt
To book now

* Max of 4 delegates per organisation. Please call Acas on 0300 123 1150 or email if numbers exceed this or for more details about the training session.