Difficult conversations for line managers

• Separate specific observations from assumptions about someone’s attitude or intentions, and decide what needs to be discussed.
• Prepare an opening that explains the concern while allowing the other person to give their account.
• Listen, acknowledge anything the manager has missed and respond when the conversation becomes uncomfortable.
• Agree actions that fit the available time, clarify what each person will do and follow up on what actually happens.
• Recognise when a concern needs support, a formal process or another route rather than continuing an ordinary management conversation.

Follow fictional colleagues through an initial conversation and what happens afterwards. Twenty-four learning scenes are grouped into seven sections: Welcome; Prepare before you speak; Open clearly; Listen and repair; Agree and follow through; Choose the right route; and Apply it elsewhere.

Try alternative openings and responses, sort observations, build an opening, test capacity and work on an agreement. Reflection, rehearsal and a fresh situation help you apply the learning beyond the first example. Scenario films have captions and written alternatives.

A conversation companion in PDF and Word is accompanied by four illustrated guides in PDF and HTML: Understanding manager conversations; A conversation explained; Conversation reference map; and Putting your learning into practice. All the illustrated takeaways brings the guides together in a combined edition.

Complete the required scenes, practice and routing activities, then achieve at least 80% in the ten-question final assessment. Feedback and retries are available. A downloadable completion certificate records meeting the course requirements, not independent workplace competence.

Annual and permanent fixed-version licences are available to discuss, priced by organisation size, with a charity discount and bulk orders by enquiry. Confirm the LMS and licence before purchase. Around 60 minutes is an estimate including reflection and rehearsal; allow longer if you need it.

This is an original People, Practically course, not official, accredited or licensed Crucial Learning training. Use your organisation’s procedures and seek appropriate advice when a situation needs it. Practise with fictional details.