OUTLINE
This masterclass is designed to equip managers with the skills to effectively handle difficult conversations, build trust, and resolve conflict within teams. Participants will learn to manage sensitive topics with clarity and professionalism, ensuring positive and productive outcomes.
Difficult conversations are an inevitable part of leadership. However, the ability to approach these discussions with empathy and confidence is crucial for building a trusting, high-performing team. This masterclass will focus on strategies for dealing with difficult situations, whether addressing performance issues, resolving conflicts, or giving constructive feedback. Managers will develop a deeper understanding of the psychology behind these conversations, giving them the tools to navigate emotions and differing opinions with respect.
In addition, this session will explore best practices for maintaining open communication, setting clear expectations, and turning challenging conversations into opportunities for growth. Through practical exercises, participants will gain a sense of how to manage their own emotions and lead others to achieve mutual understanding, while preserving relationships. Given that national policy and organisational culture increasingly demand transparent and empathetic leadership, mastering these skills will directly influence team cohesion, retention, and morale.
KEY LEARNING OUTCOMES
By the end of this masterclass, you will understand how to:
By the end of this masterclass, you will understand how to:
Understand the dynamics of difficult conversations
Build trust and rapport during challenging discussions
Manage emotions and reactions effectively
Use active listening to foster mutual understanding
Resolve conflicts in a way that benefits both the individual and the team
Set clear expectations and boundaries
Provide constructive feedback that leads to positive change
Maintain professionalism and empathy in stressful situations
Turn difficult conversations into learning and development opportunities
Understand the role of transparency in conflict resolution
WHO SHOULD ATTEND
Managers, team leaders, HR professionals, and anyone responsible for resolving conflict, handling sensitive situations, or providing constructive feedback within their teams.
FACILITATOR
Susie is a highly experienced coach and consultant specialising in return-to-work strategies, leadership development, and negotiation training. With over 20 years of expertise in the corporate world, Susie has a passion for supporting businesses in enhancing employee wellbeing, retention, and performance. Through tailored coaching packages, leadership workshops, and bespoke training, she helps organisations create high-performing, inclusive workplaces. Susie is dedicated to empowering teams, driving positive change, and building confident, resilient leaders.
