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Handling difficult conversations

Working with individuals and families experiencing complex challenges often requires staff to have difficult and challenging conversations. This practical programme provides the skills to support staff to consider their communication and listening skills, engage and challenge appropriately and focus on safe practice.  It is practical and “hands on” with a focus on skills and strategy development, backed up by an understanding of why approaches work. It produces more confident and competent practitioners who are ready to deliver positive and effective support to individuals and families.

It is suitable for front line staff working on the Early Help/Troubled families agenda as well as school staff, children services, those in early years settings, the VCS, Housing and Health.

Learning Outcomes

  • Refining communication skills & attentive listening.
  • Using a critical incident approach.
  • Exploring strategies to defuse situations.
  • Gaining confidence through preparation and practice.
  • Focus on safe practice.
  • Debriefing and follow up actions.


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Please read our cancellation policy before making a booking.