Managing Difficult Conversations / Situations

One half-day

16 September 2025, 09:30-12:30 (UK)

Difficult conversations have the potential to strengthen or weaken a business relationship and need to be handled with skill and care. 

Navigating challenging conversations is integral to fortifying business relationships, requiring finesse and expertise. 

Public course booking

Members: £129pp
Non-members: £189pp

To book this workshop for yourself or up to 6 Delegates, please complete the below form:

Corporate (In-house) training

To book this workshop for your company as a corporate (in-house) training session for between 7-16 Delegates, on a date that's convenient for you, please complete the below form to register your interest:

Summary

 Dates: 16 September 2025

 Timings: 09:30-12:30 (UK)

 Duration: 3-hours

 No of attendees: 12-16

 Format: Online - virtual delivery

 CPD: Recognised

 Trainer: Sarah Godfrey

 Price: £129 Members / £189 Non Members

Workshop Overview

• Describe why some conversations and situations are difficult
• Demonstrate and understand why some people behave the way they do
• Effectively deal with conversations without being emotional
• Demonstrate the use of the DESC technique for a win-win outcome

What will I achieve by attending the workshop? 

By the end of this half-day online interactive Training workshop delegates will be able to understand:

• Why are some situations/conversations difficult
• Understanding the root cause of conflict and challenging behaviour
• Reading and using body language accurately
• Separating the person from the problem
• Avoiding taking things personally, remaining calm/composed, in control and professional
• DESC technique

Who should attend?

This workshop will aim to help you become more confident in managing challenging conversations.

This course is designed to equip participants with the essential skills to adeptly manage complex dialogues, ensuring that business relationships remain robust, trust endures, and respect is earned.

The live webinar will be highly interactive with delegate participation and engagement throughout.

Corporate Solutions

We are able to offer training specifically for your company as a corporate (in-house) training session, for a set fee.

We can support your business with off-the-shelf courses for those studying our financial services units, our insurance units or those looking to develop their knowledge in a wide variety of technical and leadership areas. A full list of courses can be viewed in our 2025 Corporate Training Catalogue.

Please speak with your Relationship Manager who can explore your learning needs further or contact: business.enquiries@cii.co.uk

Public course booking form

Corporate (In-house) training

Interested in other courses?

For enquiries about this course, please email to: business.enquiries@cii.co.uk

Please note: The price of the workshop is based on British Pound Sterling (GBP). The purchase price will be processed using the relevant international currency conversion rate at the point of sale. Contact us for further information.

CII workshops are sold on a first come first serve basis, and therefore availability may change, depending on the number of bookings received. Once a workshop becomes full, the above date will no longer be available, and new dates will be published.

We reserve the right to postpone the above workshop dates, subject to a minimum number of bookings received. Your booking will only be confirmed, once payment has been processed and you receive a booking confirmation email from the training team.

Can't attend on this date? Register your interest in other training workshops and future dates.

Please ensure you refer to our terms and conditions before booking on to any of our training workshops. By booking on to this workshop, you are agreeing to our terms and conditions and for your information to be shared with our training provider.