Handling difficult conversations - line manager training

Authors: Richard Wilkes and Gary Bates, Steps Drama Learning Development

Introduction

This training guide provides a framework for approaching and conducting difficult conversations, to equip line managers with the confidence and skills to effectively tackle and resolve challenging issues. It covers:

• the types of difficult conversations you may typically encounter as a people manager;
• why difficult issues should be addressed proactively and promptly;
• how to prepare for and conduct a difficult conversation;
• dealing an employee's difficult reaction; and
• what should be done following the conversation to ensure a successful outcome.