Mastering Difficult Conversations

Practical strategies for building confidence in managing conflict and creating win-win solutions

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In many workplaces, differences of opinion, varied working styles and occasional personality clashes are inevitable. Without the right skills, these issues can quickly escalate into conflict, reducing productivity and harming relationships.

This programme equips learners with practical tools and techniques to manage themselves and address such challenges effectively. By strengthening communication and fostering positive workplace relationships, participants can create productive, win/win outcomes.

The course content is fully customisable to address the specific communication challenges, conflict scenarios and team dynamics within an organisation, ensuring that the learning is directly relevant and immediately applicable to the participants’ professional context.

This interactive programme combines theory with practical exercises to embed skills for managing challenging situations.

Topics include:

The role of self-awareness in managing challenging situations and conflict
Understanding challenging behaviours and situations
Using assessment tools to identify preferred working styles
Six communication essentials for handling conflict
Leading conversations with engagement and rapport
Managing group dynamics for positive outcomes
Tools for evaluating and resolving interpersonal challenges

This course is designed for anyone who encounters challenging situations or conflict in or outside the workplace and wishes to develop safe, effective strategies for managing them. Learners typically come from diverse professional and personal backgrounds and include:

Customer-facing staff
Team leaders and supervisors
HR and training professionals
Project managers

English Language Competency
A good standard of written and spoken English is important to engage effectively with this programme.

On successful completion of this course, learners will be able to:

Recognise and manage their own responses to challenging behaviours and situations
Apply specific tools and techniques to address conflict with confidence
Demonstrate essential communication skills in challenging interactions
Identify and address different types of conflict effectively
Lead conversations that encourage engagement, input and rapport
Evaluate interpersonal challenges and select appropriate strategies for resolution

This programme ensures learners leave with practical strategies to improve confidence and effectiveness in managing challenging situations.

Our tutors are experts in leadership, communication and conflict resolution. Each tutor brings real-world experience, sector-specific insights and a passion for practical training. Their focus is on building learner confidence through engaging, hands-on exercises and personalised support.

Our tutors provide expert guidance, feedback and practical examples to ensure skills are embedded and transferable.

Gina Ryan

Gina Ryan has over thirty years’ experience in people managem...

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We use a highly interactive, practical methodology rooted in experiential learning. This ensures that every learner has the opportunity to apply new techniques, receive feedback and reflect on personal development throughout the course.

Support elements include:

Pre-training consultation for In-Company courses to tailor content to learner and organisational needs
Facilitated skills practice sessions recorded for feedback and individual reflection, allowing learners to experiment in a safe, supportive space
Guided post-training reflective activities designed to embed learning, support behavioural change and identify future goals
Optional personalised coaching sessions (either one-to-one or group-based)
Live training is available virtually or delivered onsite to suit the needs of the team

Class sizes are generally limited to 12-15 participants to support personalised learning and individual support.

On completion of this programme, learners may also wish to consider:

Communication Skills in the Workplace
Supervisory Management Skills
Managing Performance Effectively
Leading and Managing People - QQI Level 6

These follow-on courses support continued professional development and career progression.

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Online Learning FAQ >

Course Code

LPD003

Duration

2 training days

Public Price

(includes course documentation, lunch and refreshments)

Delivery Mode

Available for In-House and delivered through virtual classroom training.

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