Difficult Conversations: How to Handle

the Solution Focus: simplicity in a complex world

How to Handle Difficult Conversations

We all experience difficult discussions from time to time. Whether it is with our clients, our colleagues, our bosses, we want to get the best out of our conversations.

And sometimes we have to deal with conflict – and do our best to prevent it escalating, so we can resolve it with the best outcomes for both the agreement and for our relationships.

Course Outcomes

During this intensive and practical two-day training, you will learn to

Take a strategic approach to discussions – to get more of what you want
Remain polite and friendly – even in difficult circumstances
Handle emotions safely – both yours and your conversation partners
Take pre-emptive steps - to stop the discussions becoming difficult
Deal more confidently with the toughest of situations

“We are at the blunt end of dealing with clients in properties over £200k where there is a slow market at present. Your approach has given the staff a positive way of dealing with ‘no activity’ properties.”

Business owner,
Lancaster University LEAD programme participant

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Future Focus Project

The organisation was about to change its identity – a new name, under new ownership, with far tougher targets. To counter the fear factor and the rumours, they asked us to design a positive event to mark the start of the new era – the Capita L+D Future Focus day.