Learning objectives :

• Be comfortable handling difficult one-on-one conversations by being clear and firm while remaining considerate
• Managing Emotional Situations with the Right Attitude
• How to Deliver Difficult Messages to a Group Without Undermining Team Engagement
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Course :

Session 1: Preparation
Every difficult conversation is won before you even step into the room. Participants learn how to prepare for their interactions using a practical toolkit of techniques: how to craft key phrases, choose the right moment, and select the right location so that the context works in the conversation’s favor. The goal is to transform a situation you dread into a moment you can structure and anticipate.

Case Study : Prepare the key elements of an upcoming difficult conversation (key phrases, timing, location) before practicing it in a workshop with peers.

Session 2: The Conversation
Once you’re prepared, you still have to carry on the conversation. Participants practice navigating the most delicate moments of a difficult one-on-one conversation: the opening line, the “why,” active listening, and closing the conversation. They also work on maintaining the right approach when faced with the other person’s emotional reactions, so they can remain clear, firm, and compassionate throughout.

Case Study : Practice two situations that are often feared: informing someone that they have not received a promotion and communicating the replacement of a team member on a project.

Session 3: Delivering Bad News to a Group
Difficult messages aren’t just for one-on-one conversations. Participants practice delivering negative news to a group without undermining commitment: how to frame the announcement, clearly outline the next steps, and facilitate a return to normalcy.

Case Study : Communicating as a team about the failure to meet collective goals, striking the right balance between transparency regarding results and maintaining team cohesion.