Aims of the course
The aim of this training is to give managers and employees the confidence, structure and practical skills needed to handle difficult workplace and customer conversations effectively.
We also deliver a wide range of business training courses in Somerset, supporting organisations with communication, leadership, management and workplace development across the region.
- Provide a clear framework for planning and leading difficult conversations
- Build confidence in addressing sensitive or challenging issues with colleagues or customers
- Improve the ability to give clear, constructive and balanced feedback
- Develop skills to manage emotional, defensive or confrontational responses professionally
- Equip participants to handle difficult customer interactions calmly and effectively
- Reduce the risk of conflict escalation and miscommunication
- Support more open, professional and productive communication across the organisation
Who will benefit from attending?
This training is suitable for anyone who needs to handle difficult conversations as part of their role, particularly within workplace or customer-facing environments.
- Managers and supervisors dealing with performance, behaviour or team issues
- Team leaders responsible for guiding, supporting and challenging team members
- HR professionals handling sensitive employee situations
- Customer service and client-facing staff managing complaints or challenging interactions
- Business owners looking to strengthen communication and leadership across their teams
- Anyone who needs greater confidence in handling difficult or sensitive conversations professionally
Participants will learn to:
Key topics covered:
What's included?
Our Difficult Conversations Training is designed to deliver practical, real-world impact and is tailored to your organisation. We deliver training directly at your workplace across Somerset, making it easy to upskill your team in a way that is relevant, efficient and minimally disruptive.
- Pre-training consultation to understand your organisation’s challenges and objectives
- Fully customised course content aligned to your team, industry and real scenarios
- On-site delivery at your workplace anywhere in Somerset, including Taunton, Yeovil, Bridgwater, Bath, Weston-super-Mare, Frome, Street and surrounding areas
- Delivery by an experienced trainer with expertise in workplace communication and conflict management
- Interactive, scenario-based learning focused on real conversations your team faces
- Practical tools and frameworks that can be applied immediately
- Supporting materials to reinforce learning beyond the session
- Certificates provided for all participants upon completion
This approach ensures your team leaves with the confidence and capability to handle difficult workplace and customer conversations effectively, helping to improve performance, reduce conflict and protect professional relationships.
