Challenging Conversations Training
Want to reduce the cost of “conflict debt” within your organisation?
Improve relationships & results in the workplace
Equipping leaders and teams with practical skills, tools, and frameworks to navigate difficult conversations with greater confidence and clarity (instead of avoiding them!)
$6,800 per day.
In the HBR Press book "Stop Spending, Start Managing", this was the estimated cost associated with employees ignoring problems as a way of avoiding a potentially difficult conversation. That’s a lot of money!
If you do the math (and some rounding), that could potentially add up to $204,000 per month, or a staggering $2.5 million dollars a year!
All managers, team leaders, business owners and employees need to handle difficult conversations at some time or another.
When these conversations go 'wrong' (or nobody actually has them), there are flow-on effects at the individual, team, and organisational level. As pointed out in the HBR report, this ultimately ends up costing the organisation money - in a multitude of ways.
It’s human' to find these conversations uncomfortable…
Here’s the thing - it’s a very normal, ‘human’ thing to struggle with raising tricky issues, especially for those individuals who really value strong and positive working relationships. Our brains are ‘wired’ in a way that makes avoiding potential conflict seem like the best choice.
People often avoid difficult conversations because…
It feels awkward or uncomfortable. “Do I really need to bring that up?”
They worry about the other person’s reaction. “What if they cry or get angry?”
They don’t know how to start. “What do I actually say?”
They feel anxious about the impact on the relationship. “What if they don’t like me afterwards? What if things become awkward?”
They don’t want the issue to be blown out of proportion. “What if they take it the wrong way? What if I stuff it up?”
They’ve previously tried to be courageous or raise some concerns, but it didn’t go well. “What if the same thing happens again?”
The result is “conflict debt”…
The problem, of course, is that our discomfort with conflict often results in leaders or employees simply AVOIDING these conversations altogether.
Sometimes we tiptoe around the issue, dropping hints in the hope that eventually the other person will ‘get’ it!
But sadly, these problems rarely go away by themselves. Instead, they create ongoing friction and tension, often referred to as “conflict debt”. In turn, this tends to negatively impact relationships, trust, team dynamics, performance - and ultimately, the organisation's bottom line.
The good news...!
The good news is that people can learn to handle these issues by building the right set of skills, knowledge and insight. Whether or not they are a leader doesn’t matter - anyone can learn to navigate these conversations with greater confidence and skill.
Options for Challenging Conversations Programs
A challenging or difficult conversations program provides participants with the insights, skills and tools to more skilfully navigate ‘tricky’ or difficult conversations at work.
It includes opportunities to explore typical responses to conflict, as well as the underlying psychological drivers that can help to create psychological safety. Participants learn a step-by-step framework for ‘opening up’ and then navigating these types of conversations, also exploring a range of important interpersonal and communication skills.
Please note that various frameworks or models can be used - e.g. Radical Candor, Susan Scott’s Fierce Conversations, or the Crucial Conversations skills, with all programs incorporating the ‘best of’ different approaches and frameworks.
A little taste of what participants learn…
The ‘psychology’ of difficult conversations…
How avoiding the tough conversations often results in an accumulation of “conflict debt”
It’s not you, it’s your brain! Why we are ‘wired’ to avoid conflict & difficult conversations
The difference between conflict aversion & conflict avoidance (and why it matters)
How your own default conflict ‘style’ could be shaping your mindset & behaviour
How your early experiences can shape your attitude towards speaking up & raising important issues
The social & psychological drivers that make others feel threatened or unsafe.
Challenging Conversations Frameworks & Skills
A clear, step-by-step framework for raising & exploring challenging issues, problems & behaviours
How to effectively plan & prepare for difficult conversations
Common mistakes when tackling tricky conversations (and how to avoid them!)
Key skills and examples of how to utilise these
How to respond to others’ emotions (e.g. when they become angry, upset, or defensive)
A process for mastering your ‘stories’ & separating facts, feelings, judgements, needs & wants.
“Leaders must either invest a reasonable amount of time attending to fears & feelings - or squander an unreasonable amount of time trying to manage ineffective & unproductive behaviour.”
Extra tools & support…
One of the key aims of the program is to set participants up for success after the program has ended.
As such, participants will have unlimited access to a broad range of resources & tools to help them confidently go away and apply all of their skills and learning in ‘real life’.
Their library of resources will also include content to further extend their thinking, continue reflecting on key topics, and refresh their understanding of key skills or concepts. After all, these things take time & practice. If it were easy, it wouldn’t be a ‘difficult’ conversation, right?!
Additional resources may include:
Access to a range of instructional videos
A set of practical, structured ‘Conversation Guides’
Helpful worksheets, resources & questionnaires
Access to online forums or groups where participants can ask questions, share insights, and learn from other people’s experiences (note - depends on delivery method).
Step-by-Step Approach
Programs typically include a flexible step-by-step framework or model for raising & exploring challenging issues and engaging in productive dialogue.
Psychological Insights
Explore the social & psychological drivers that limit psychological safety, & build greater insight into your own triggers, ‘stories’, and typical response to conflict.
Skills Practice Activities
Learn, apply & practice key skills & strategies that support your ability to navigate difficult conversations & handle other people’s responses.
Tools, Resources & Support
Get access to a range of practical tools, resources and support to help you confidently apply skills and learning in your ‘real life’ environment.
How is the program delivered?
Delivery Options
The program can be delivered in person, remotely, or through a combination of both! Programs can also include on-demand learning options, ‘bite-sized’ learning modules, and more.
We don't recommend hybrid sessions unless additional in-house support is available to facilitate positive outcomes.
Company Programs
Organisations can arrange in-house programs for groups of up to 15 participants or leaders, or enquire about a broader organisational program.
Several options exist with regard to the number and length of sessions, timing, and other activities that can be built into programs to make learning ‘sticky’ and support ongoing reinforcement and behavioural growth.
Who is this program for?
This program is ideal for leaders and individuals who…
Work in organisations experiencing significant change or transition
Need to address challenging behaviours or relationship issues
Want to become better at the ‘people’ related stuff!
See handling difficult conversations as an important leadership skill
Want to build greater self-awareness & interpersonal insight
Want to respond more productively to others’ reactions
Want to raise important issues while also demonstrating empathy
Are prepared to put in the ‘hard work’ by learning, applying & practising new skills & behaviours!
This program is NOT really suited to leaders or individuals who…
Are simply looking for a ‘quick fix’ to make problems go away
Aren’t prepared to put in the hard work or change their own behaviours
Always see other people as the ‘problem’ (& aren’t prepared to look inwards)
Aren’t prepared to explore their own feelings, reactions, & conflict styles
Have little interest in understanding other people’s needs, motives & challenges
Can’t commit to fully participating in the program (incl. pre-work and homework!)
Why work with Leisa?
I’m an endorsed Organisational Psychologist with Masters qualifications and over 20 years of experience, bringing a deep understanding of human behaviour to my programs. I’m also a bit of a nerd about psychology and behaviour at work!
My approach draws on extensive experience in leadership development, neuroscience, positive psychology, employee engagement, and behavioural change. I’ve worked with organisations and individuals across the public and private sectors.
In recent years, I’ve facilitated over 295 workshops and sessions with more than 2,100 participants, and have worked with almost 500 leaders as a coach, consultant, or facilitator. Much of my work focuses on 'leadership conversations’—an area I’m particularly interested in, having seen how challenging these situations can be for many leaders.
I'm also pretty friendly! And really enjoy supporting people to build skills and use practical tools they can apply in their everyday work.
