Difficult Conversations™ | Managing People Training Activity

Many managers are fearful of so-called ‘difficult’ conversations. This activity equips them with the tools and confidence to hold effective, honest conversations with their staff.

Teams receive a Profile Card about "Aneesha", who has ‘issues’ that need to be addressed by her manager - represented by the teams. Teams then prepare for a conversation with Aneesha about her issues. (Note teams only prepare for the conversation - this is not a role-play activity). At this stage teams are given no guidance - it’s totally up to them how they plan for the meeting. After 15 minutes they make brief presentations of their plans.

Note how they perform. Did they for example set clear objectives for the conversation, identify specific critical events to support their views, think about the mindset in which the conversation should be conducted and identify the right tone for the meeting?

Next, issue the Questionnaire. This is designed to generate discussion and ideas on the topic of 'difficult conversations'. What does the term mean, what is the ultimate objective of such a conversation, why do people often fear the task? Discuss the responses with the whole group and identify key points.

Teams now receive a second Profile Card -this time relating to Lucas. But they also receive a handout, Planning the Conversation, and are asked to prepare for an interview with Lucas. Equipped with the guide to planning and all the tips and techniques learned so far from the session, the team plans should be more focused and well thought out than for Aneesha. After 15-20 minutes ask for brief presentations.

In the debrief, there are lots of useful key points to discuss and a further handout Key Points Checklist for participants to take away.

Participants leave with confidence - realising that holding 'difficult conversations' is not that difficult after all. It's all about sound preparation, identifying the facts, having an open, enquiring mindset and following a few common sense rules.

NOTE: for both Aneesha and Lucas two sorts of Profile Cards are included. The text on both is identical but the images are different. Does appearance make a difference to perception? There are also two extra profile cards for variety.

This activity is NOT a role play though there is additional material for an optional role play session.

We also have Talking to Staff!™ Training Activity which is ideal for looking at planning conversations with staff or team members, on everyday performance issues, and covers how to plan for a meeting as well as the right language and tone to use. It is supplied digitally and includes a version you can print for face-to-face use, as well as an online program which delegates can work through giving you a paperless option (click for more info).

• To give participants the confidence to hold difficult conversations
• The importance of planning and gathering critical information
• Shows how to set the right tone
• Encourages listening and empathy
• To keep in mind the desired outcome
• To remember to set follow-up dates

1. Introduce the activity as one that focuses on ‘honest’ or ‘difficult’ situations that call for good communication skills.
2. Divide the group into teams. Typically 3-6 per team.
3. Issue a copy of the Profile Card - Aneesha to each team and ask them to plan for a conversation.
4. After 15 minutes ask for brief presentations. Make notes on salient points.
5. Issue the Questionnaire and allow teams 10-15 minutes to work through it. Then hold a discussion on issues arising.
6. Next, issue the Profile Card - Lucas. If you wish, issue cards with different photographs (same text) to different teams.
7. Teams now plan for a conversation with Lucas using the handout Planning the Conversation.
8. Ask each team to report back on their plans.
9. Lead a general Debrief and summarise the key learning points that emerged.
10.  Issue the Key Points Checklist for participants to take away.

Full guidance supplied in the Trainer’s Notes.

Hard & Digital Copy

• ☑️ Hard copy pack supplied
• ☑️ PDFs supplied

Digital Copy

• ☑️ PDFs supplied
  

Contents

• Trainer’s Notes
• Profile Card: Aneesha - photo options 1&2
• Profile Card: Lucas - photo options 1&2
• Handout 1: Questionnaire
• Handout 2: Planning the conversation
• Handout 3: Key Points Checklist
• Alternative Profile Card: Peter
• Alternative Profile Card: Chloe
• Optional Role Play: Raja - Manager's Brief
• Optional Role Pay: Raja - Employee's Brief
• Optional Role Play: Raja - Extra Information

This activity is for face-to-face and virtual classroom use. The digital files are supplied via the Northgate Trainerhub.

This Northgate Training activity comes with a five-year licence for repeat use with up to 24 participants at a time, for use by Trainers based at one licence-holding site.

All Trainers physically based at the same office location can access the Northgate resources during the five-year term, including the digital resources supplied on the Trainerhub via your own site-specific Trainer Dashboard. If you have Trainers based at other locations, and/or remote workers, who would like to access and use the Northgate resources, we can advise further depending on your requirements.

For further information on our licence terms please view the Northgate Licence Agreement.