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Conversations That Matter™
Handling Challenging Workplace Conversations with Clarity, Confidence and Constructive Outcomes
Download Course BrochureFlexible delivery options to suit your leadership team and organisational needs.
Duration
5 Days
Certificate
Executive Certificate
Level
Manager / Emerging Leader
Format
Online
Delivery Mode
The course combines practical facilitation, conversation frameworks, workplace scenarios, role-play, case discussions, reflection and individual feedback. Participants practise realistic situations including underperformance, behavioural concerns, disagreement, sensitive feedback and missed expectations. The methodology focuses strongly on application, enabling managers to test different approaches, strengthen their confidence and develop practical techniques they can use immediately in the workplace.
Online
Date: 9th – 13th Nov 2026
Location: Virtual
Fee: £3,495
Online
Date: 16th – 20th Nov 2026
Location: Virtual
Fee: £3,495
Online
Date: 23rd – 27th Nov 2026
Location: Virtual
Fee: £3,495
In Person
Date: 2nd – 6th Nov 2026
Location: London
Fee: £4,495
In Person
Date: 9th – 13th Nov 2026
Location: London
Fee: £4,495
In Person
Date: 16th – 20th Nov 2026
Location: Dubai
Fee: £4,495
In Person
Date: 23rd – 27th Nov 2026
Location: Madrid
Fee: £4,495
Online
Date: 14th – 18th Dec 2026
Location: Virtual
Fee: £3,495
Online
Date: 21st – 25th Dec 2026
Location: Virtual
Fee: £3,495
Online
Date: 28th – 1st Dec 2026
Location: Virtual
Fee: £3,495
Introduction
This LOCEPX Training course equips managers with the confidence and practical skills to handle difficult workplace conversations effectively. This LOCEPX Training course develops the capability to address sensitive issues early, communicate clearly, manage emotional responses and reach constructive outcomes without damaging important working relationships.
Difficult conversations are an unavoidable part of management. Managers may need to address underperformance, inappropriate behaviour, missed expectations, conflict, disagreement, sensitive feedback or decisions that employees may not welcome. When these conversations are delayed or handled poorly, relatively manageable issues can become larger problems affecting trust, morale and team performance. Conversations That Matter™ provides managers with a structured approach for preparing, opening and navigating challenging conversations. Participants will learn how to separate facts from assumptions, communicate concerns objectively, listen to different perspectives, manage defensiveness and emotion, establish clear expectations and agree meaningful next steps. The programme helps managers develop the confidence to address what needs to be addressed while maintaining professionalism, fairness and respect.
New and emerging managers
First-time people managers
Team leaders and supervisors
Line managers
Professionals preparing for people-management responsibility
New & Emerging Managers People Managers Team Leaders & Supervisors Line Managers
New & Emerging Managers
People Managers
Team Leaders & Supervisors
Line Managers
Participants will leave the Programme with stronger strategic capability and practical approaches that can be immediately applied within their organisations.
The Conversations That Matter™ framework
Difficult-conversation preparation tool
Facts-versus-assumptions assessment
Conversation-opening techniques
Listening and questioning approaches
Emotional-response management techniques
Action and accountability framework
Personal difficult-conversation action plan
Understanding why difficult conversations are often avoided
Preparing effectively before challenging conversations
Communicating difficult messages clearly and respectfully
Managing disagreement, defensiveness and emotional responses
Moving conversations towards clear actions and constructive outcomes
Prepare effectively for difficult conversations
Communicate challenging messages with clarity
Manage emotional and defensive responses
Address disagreement and performance concerns constructively
Reach clear and accountable outcomes
Difficult Conversations Clarity & Confidence Listening & Challenge Emotion & Disagreement Resolution & Accountability
Difficult
Conversations
Clarity & Confidence
Listening & Challenge
Emotion & Disagreement
Resolution & Accountability
Core Areas
Understanding what makes workplace conversations difficult
Recognising common conversations managers avoid
Understanding the consequences of avoidance
Identifying personal responses to conflict and discomfort
Recognising assumptions, emotions and bias
Separating facts, interpretation and judgement
Understanding the manager's responsibility to address issues
Building confidence to start conversations earlier
Clarifying the purpose of the conversation
Defining the issue objectively
Gathering relevant facts and examples
Understanding different perspectives
Identifying the outcome required
Choosing the appropriate time and environment
Anticipating possible reactions
Structuring a constructive conversation
Opening difficult conversations effectively
Explaining concerns clearly and specifically
Using appropriate language and tone
Asking questions rather than making assumptions
Listening actively to the other person's perspective
Maintaining focus when the conversation moves off track
Balancing empathy with management responsibility
Moving from discussion towards resolution
Recognising emotional responses
Maintaining composure under pressure
Responding to defensiveness and resistance
Handling disagreement professionally
Managing silence, anger and frustration
Challenging inappropriate behaviour respectfully
De-escalating difficult interactions
Knowing when a conversation should be paused or escalated
Moving from conversation to clear expectations
Agreeing actions, responsibilities and timescales
Establishing accountability for follow-through
Documenting important agreements appropriately
Following up after difficult conversations
Rebuilding working relationships where necessary
Preventing recurring issues through earlier communication
Developing a Conversations That Matter™ action plan
2
MANAGEMENT & EMERGING LEADERS –
NEW & EMERGING MANAGERS
Managing Difficult Conversations
Conversations That Matter™
Address what matters. Communicate with confidence. Turn difficult conversations into constructive action.
Register your interest and we'll let you know when new dates become available.