Difficult Conversations

Every conversation we avoid comes at a cost. According to a VitalSmarts study, each avoided crucial conversation costs an average of $1,500 and an entire 8-hour workday. This course prepares you to have those conversations in a timely manner, with clarity and respect.

Ideal for

• Managers who need to give feedback
• Professionals who avoid conflict
• People who speak too bluntly and want to build empathy
• People who beat around the bush so much they’re hard to understand

What will you practise?

• 1. Prepare the conversation – Productive Candour: the balance between what you say and how you say it. Inner dialogue: don't let your nerves do the talking.
• 2. Choose the moment – The 3 Dilemmas: the three questions that hold you back most before a difficult conversation, and how to get past them so you have it in time, in the right place.
• 3. Listen and adapt – The 3 Poles of Listening and Tell Me More: understand their side before defending yours, and adapt the conversation to the person in front of you.
• 4. Say the hard thing – Facts vs interpretations, Reframe Your Message and emotional expression: say what needs saying, and how it affects you, without blaming.
• 5. Handle tension – The E.A.R. model: empathise, analyse and resolve when the other person gets angry or shuts down.
• 6. Say no – Not Me, Not Now, Not Like This: say no tactfully and offer a way forward.

AI in practice

Rehearse your difficult conversation with an AI simulator that responds like the real person (getting defensive, going quiet or getting angry) and gives you feedback using the course rubric.

What will you gain?

• The confidence to have the conversations you’re avoiding today.
• Difficult messages delivered with clarity and respect.
• Fewer unresolved conflicts within your team.
• Greater trust with the people you work with.

Format

4 to 12 hours. In person or live online. Available in Spanish, English, French or Catalan. Eligible for FUNDAE funding.

Frequently asked questions

Is it only for managers?

No. It's for anyone who has to face conversations that feel hard: with their team, their manager, a colleague or a client.

What kinds of cases can we work on?

Whatever the group needs: giving feedback, handling a disagreement, delivering bad news, saying no or resolving a conflict. We prepare them with you before the course.

What does each participant take away?

Very clear, memorable frameworks that help them feel more comfortable and confident facing any difficult conversation.