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Difficult Conversations Workshop: Turning Tension into Trust

Why the Difficult Conversations Workshop?
Even the most experienced leaders can find it challenging to navigate difficult conversations. Whether it’s performance feedback, change resistance, or managing interpersonal tensions, how we handle these moments defines culture, engagement and trust.

This highly practical and psychologically safe workshop builds the confidence, empathy and structure needed to transform difficult dialogue into collaboration and growth. With over 20 years’ experience working with Fortune 100 companies, universities, the UN, NGOs, tech start-ups and organisations including Spotify, Google & The Times, we design each session to fit your culture and goals.

Every workshop is bespoke for your organisation and shaped around the objectives of delegates on the day, ensuring immediate relevance and measurable outcomes.

Difficult Conversations Workshop Aim

To equip participants with the insight, tools and emotional intelligence to manage difficult conversations effectively, building trust, accountability and psychologically safe teams.

Objectives

By the end of the workshop, participants will be able to:

  • Identify their own and others’ default conflict styles using the Thomas-Kilmann Conflict Mode Instrument (TKI).
  • Apply the CLEAR Coaching Model (Hawkins) and Renninger’s 4-Part Feedback Model to structure supportive conflict conversations.
  • Demonstrate assertive communication strategies in challenging interpersonal situations through a growth mindsetapproach (Dweck).
  • Recognize early warning signs of escalating conflict and manage emotional triggers with composure and emotional agility.
  • Facilitate productive, psychologically safe conflict conversations in both in-person and online settings.
  • Analyze the influence of generational differences and shifting team dynamics (e.g. managing former peers) on communication and conflict.
  • Address resistance and defensiveness using active listening and collaborative dialogue.
  • Practice informal mediation and reframing skills through structured, real-world role-play scenarios.
  • Evaluate effective follow-up actions post-conflict to maintain accountability, cohesion and trust.

Difficult Conversations Course Content Overview:

  • The psychology of conflict and communication breakdown
  • TKI conflict mode diagnostic and personal reflection
  • CLEAR & 4-Part Feedback frameworks in action
  • Growth mindset and assertive communication micro-skills
  • Emotional regulation and trigger awareness
  • Navigating hybrid and intergenerational team dynamics
  • Informal mediation techniques and follow-up strategies
  • Action planning and workplace integration

Participants receive:
A workbook including diagnostics, coaching templates and practical tools to embed learning and apply immediately in their roles.

Format

  • Duration: Half-day or full-day (virtual or in-person)
  • Facilitators: Viv Dutton & Gill Thackray — business psychologists, lecturers and authors
  • Audience: Senior leaders, managers and teams navigating transformation or organisational change
  • Delivery: Bespoke workshop including interactive exercises, reflection, and live case work

Client Feedback

“I can honestly say that I have never seen such fantastic feedback for any external provider in all of the 25 years I have been in post. Everyone said it had been an investment of their time.”
— Yvonne White, Manager, Wrexham Medical Institute

“The leadership and management training provided by Viv and Gill was one of the best sessions we’ve ever had at Northeastern University.”
— Dr Catherine Brown, Director, Graduate Research School, Northeastern University, London

“Viv ran a Mindful Leadership Workshop for our Bonington Leadership Programme — professional, responsive, and inspiring. The blend of theory, practice and reflection was exceptional.”
— Larissa Morrish, Head of Procurement, Lancaster University

“Professional content with a personable approach — always engaging, always impactful. Feedback from staff is consistently outstanding.”
— Nina Waters, Corporate Services Director, British School of Osteopathy

Ready to feel more confident with difficult conversations?

Ready to turn difficult conversations into opportunities for growth?
Contact us to discuss a bespoke workshop for your organisation, or explore our full range of courses to enhance leadership, communication and team performance.