Confident Conversations

Plan, manage, and conduct challenging conversations more confidently and competently.

Most of us will, from time to time, need to hold a difficult conversation with a colleague, manager, or member of staff. Challenging topics for conversations can include performance issues, dismissal or redundancy, interpersonal clashes, unwanted criticism, or other aspects of someone’s conduct, including allegations of bullying or poor treatment.

Our Confident Conversations course shows you how to plan, initiate, and manage a more positive discussion about any sensitive topic: helping you stay in control of both sides of the interaction and ensuring that you can set and achieve your objective for the conversation.

About the course

This one-day short skills course increases your confidence and competence in having difficult conversations.

At the conclusion of this course, you will be able to:

Plan, structure, and conduct challenging conversations straight away
Setting objectives for the conversation. What, when, where, and why to hold a conversation. Agreeing outcomes and following up.
Manage discussions around sensitive subjects confidently and competently
Dealing with resistance and getting buy-in. Keeping the conversation on track.
Listen well, respond appropriately, and provide feedback to colleagues
Active listening, empathy and rapport-building, and fostering a collaborative response.
Know when certain types of situations need to be be passed on to mediators
Deciding whether a situation needs a ‘confident conversation’ or more formal conflict resolution processes.

Confident Conversations covers everything you need to be able to plan, manage and conduct challenging conversations.

This includes:

Understand what makes a conversation ‘difficult’
Identify positions, interests, and needs
How to manage discussions around sensitive subjects
Switch an interaction from competition to collaboration
Communicate assertively
Listen well, respond appropriately, and give and receive constructive feedback
Plan, structure, and successfully conclude challenging conversations

Our trainers have a wealth of practical experience and are able to adapt the course content to the make-up of the particular group.

All of our courses are live interactive events run by a practising mediator who is an expert in the field.

This course includes a combination of:

Custom-made video clips
Lecture and live discussion
Group exercises

Practice sessions with simulated case material
Real-life case studies

The course is delivered face-to-face at your location, or online via Zoom or Teams, where we can use custom-made video material, run small-group exercises, and take part in some case simulations.

What our learners say

"I found working through real-life scenarios and having tips on dealing with them very useful. Overall a really interesting and engaging day."

Abi Sheridan Citizens Advice Bureau

"This training was very useful. I thoroughly enjoyed it and learnt how to deal with problematic conversations around issues of difference such as age, gender & ethnicity."

Camilla Capotorto Department for Business, Energy & Industrial Strategy

"This has been a fantastic course! The trainer was engaging, clear, and really encouraged the group to take part. I have also learnt some useful skills that will become an important part of my tool kit at work."

Marie-Claire Flavin Royal Surrey County Hospital

"Absolutely brilliant course and very useful. The role play to practise the skills was invaluable and offered chance for reflection."

Kathy Reeve University Hospitals of Coventry & Warwickshire

"The trainer has provided me with the knowledge and examples of why, when and how certain situations should or could be handled to receive positive or amicable outcomes. I have thoroughly enjoyed this short course."

Lee Carneson University of Stirling

"I liked the way that the trainer took a situation and made everyone think about it from a different point of view, with the outcome having a stronger message in an appropriate language and setting."

Claire Ozdag Operis

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Want to find out more or get a quote from us?

We're a friendly bunch at UK Mediation and we're always happy to talk about our training courses.

Whether you're interested in a specific course of ours, or if you would just like some friendly advice, just fill out the form and we'll get straight back to you.

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Course FAQs

We understand that you may have some queries about the course’s content or about how the training is delivered.

We’ve gathered together some of the most Frequently Asked Questions and have answered them below.

Who should attend this course?

This one-day course is ideal for those who may have to deal with challenging conversations from time to time. This could include disciplinaries, appraisals, or even quiet words over someone's behaviour. We have delivered this course for HR staff, team leaders and managers, and senior workers on the frontline.

Will I be a mediator after doing this course?

No, this course is part of our 'Conflict Competence for Leaders' suite and therefore does not incorporate mediation skills. This programme will instead equip managers and leaders with the confidence and competence to address challenging conversations.