Feedback and Managing Difficult Conversations

The Feedback and Managing Difficult Conversations course develops individuals' skills to provide constructive feedback and manage challenging conversations in the workplace. It covers topics such as feedback planning, handling reactions, and managing emotions.

Through worked examples with peer feedback, participants will learn to deliver effective feedback in a clear, concise, and respectful manner. They will also learn to handle challenging conversations and build positive relationships in the workplace.

Key benefits of
this course

By completing this training, participants will be better equipped to deliver constructive feedback and manage challenging conversations in a way that maintains positive relationships in the workplace.

This is a full day course but can also be tailored to fit into a half-day session, addressing your organisation's most relevant needs.

Learning outcomes
and objectives

  • Understand the importance of feedback and difficult conversations, and the costs of avoiding them

  • Prepare and deliver effective feedback, using techniques such as objective-setting, timing, structuring, and specificity

  • Manage emotions during difficult conversations, including recognising and handling emotions of both parties

  • Handle reactions and responses from the other person, using collaborative problem-solving techniques to address conflict and barriers to resolution

Course outline

Part 1

Introduction to feedback and managing difficult conversations

  • Course overview

  • Learning outcomes

Part 2

The importance of feedback and difficult conversations in the workplace

  • The benefits of giving and receiving feedback

  • Understanding the costs of avoiding difficult conversations

  • Creating a feedback-friendly workplace culture

Part 3

Types of feedback and conversation scenarios

  • Constructive vs. destructive feedback

  • Feedback on behaviours vs. feedback on results

  • Addressing performance issues vs. addressing attitude or behaviour problems

Part 4

Techniques for preparing and delivering effective feedback

  • Establishing objectives and goals for feedback

  • Selecting the right time and place for feedback

  • Structuring the feedback conversation

  • Providing specific and actionable feedback

Part 5

Strategies for managing emotions during difficult conversations

  • Recognising your own emotions

  • Managing your emotions

  • Helping the other person manage their emotions

Part 6

Handling reactions and responses from the other person

  • Understanding different reactions and responses

  • Responding to defensiveness

  • Dealing with denial or resistance

Part 7

Dealing with conflict and resolution techniques

  • Recognising and addressing conflict

  • Using collaborative problem-solving techniques

  • Identifying potential barriers to resolution

Part 8

Developing active listening and communication skills

  • The importance of active listening

  • Effective communication techniques

  • Communicating across different personalities and styles

Part 9

Summary and course evaluation

  • Summary of key points

  • Reviewing learning outcomes

  • Gathering feedback and evaluation

  • Resources given

If you have a question about this course, get in touch

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