Crucial Conversation Skills

Course Aims:

The course is designed to enable delegates to have more effective outcomes from conversations where potentially the stakes are high and emotions may be strong.

Course Objectives:

At the end of this course delegates will be able to:

  • Resolve disagreements skilfully and effectively.
  • Build acceptance rather than resistance to ideas and solutions.
  • Speak persuasively without offending others.


1 day/In House


  • What is a crucial conversation?
  • What crucial conversations do you have?
  • A model for having crucial conversations

Personal presence and


  • Impactful people – what do they do?
  • Power of behaviour and body language
  • Commanding attention from others
  • Understanding the impact you have on others

Communicating  persuasively

  • Demonstrating confidence
  • Stating personal preferences positively
  • Speaking without offending – using the right words
  • Listening to other points of view
  • Defending ideas and addressing concerns

Negotiating persuasively

  • Understanding others wants, needs and emotions
  • Encouraging others to talk and share issues
  • Creating win-win situations
  • Negotiating on interest and needs

Building effective relationships and rapport

  • Building relationships and rapport
  • Reciprocation
  • Commitment and consistency
  • Social proof
  • Authority and positional power

Handling difficult situations

  • Avoiding silence or ‘attack’
  • Sharing facts, ideas and feelings candidly
  • Staying focused and in control
  • Handling your own emotions and stress levels
  • Dealing with emotional and volatile people /situations
Action Planning
  • Transferring learning back to the workplace