Managing Difficult
Conversations at Work
Stay calm. Reduce tension. Get to a better outcome.
Difficult conversations are part of working life. A frustrated client, an employee who isn't meeting expectations, a disagreement with a colleague, or a misunderstanding between departments can quickly become more complicated than it needs to be.
The challenge isn't simply knowing what to say. It's knowing how to manage your own reaction, understand what is happening, reduce unnecessary tension, and move the discussion toward a constructive outcome.
Full day
Approximately 8:30 a.m. – 4:30 p.m., based on the workshop agenda.
Interactive
Workplace scenarios, discussion, and opportunities to practise different responses.
Practical
Real situations participants face at work, not abstract theory.
Workshop Topics
Practical skills for the conversations that matter most.
Recognizing the signs of an escalating conversation.
Managing emotional reactions and staying composed.
Understanding defensiveness and why people react the way they do.
Listening to understand rather than simply preparing a response.
Identifying what each person wants and what matters most to them.
Clarifying your own objectives and priorities.
Finding common ground and workable compromises.
Setting clear and respectful boundaries.
Agreeing on realistic next steps.
Knowing when a matter needs to be escalated to a manager or HR.
Relevant to conversations with
The PAUSE Framework
A simple guide for guiding a conversation.
PAUSE is a practical framework for guiding a conversation, not a guarantee that every disagreement will be resolved.
Pause
Stop yourself from reacting automatically.
Acknowledge
Recognize the other person's concerns or perspective.
Understand
Ask questions to uncover needs, priorities, and underlying issues.
Shift
Move the discussion away from blame and toward possible solutions.
Establish
Agree on next steps, expectations, or appropriate boundaries.
Constructive dialogue does not mean accepting threats, harassment, discrimination, intimidation, or abusive behaviour. Participants learn when to set boundaries and seek appropriate organizational support.
What Participants Gain
Confidence for the conversations that define working relationships.
Participants develop greater confidence in:
Staying composed under pressure.
Recognizing and reducing unnecessary escalation.
Asking better questions.
Understanding competing priorities.
Expressing concerns clearly and respectfully.
Establishing boundaries.
Identifying practical next steps.
Handling workplace disagreements more constructively.
Make Difficult Conversations More Productive
Bring the Managing Difficult Conversations workshop to your team. Let's talk about the conversations your people find hardest, and how to make them constructive.