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Having difficult conversations – handle them well, be more effective

  • Type Public training - virtual
  • Venue Virtual training
  • Start 07 Dec 2020 13:00
  • End 07 Dec 2020 16:00


Having difficult conversations – handle them well, be more effective

At work, at home difficult conversations are attempted or avoided every day.

Not having those hard conversations impacts everything – most of the time we don’t see the full extent of the damage. There is a tremendous unaccounted business impact of avoiding the difficult conversations.

Giving a critical performance review. Saying no to someone in need. Confronting inappropriate behaviour. Disagreeing with the majority in a group. Apologising.

All the sorts of things we run round and round in our head, trying to figure out in advance what to say and wondering afterward what we should have said.

This session will help you understand the dynamics and reasons why these conversations are so difficult. It will help you gain experience in the skills and strategies that are necessary to ensure these conversations go well. There will be time to practise skills and strategies with role-plays and coaching.

Changing and adapting your style will take time. But the potential rewards are rich. If you follow the steps outlined in the session and put the learning into practice you will find difficult conversations becoming easier and cause less anxiety. You will be more effective and happier with the results.

The skills you will learn on this course will enable you to say anything to anyone and get a positive result.

Who should attend?

Intermediate   Advanced

Team leaders, supervisors, managers and executives. Everyone, regardless of their level who is responsible for running a team, who wants to create a culture of excellence and run a harmonious team.

Our trainer

Laura Bouttell is passionate about inspiring people, whether it’s to deal with that challenging customer differently, to go out for that first run or to take that creative writing course. Her mission in life is to empower people to become their best. 

Laura is an ex-police officer, who has three degrees. She is a published academic author and editor.  

As a result of her time policing in Chapeltown, her own business and her time at Oxford, Laura has seen the gritty side of life as well as the ivory towers and uses her experiences in these diverse fields to help you achieve your dreams. 

Now Laura works with all levels of Leaders in Business to help them get the best out of themselves and those around them. She has worked with Leaders from the Co-op, Team Leaders from Asda, as well as many SMEs and owner-managed businesses that have gone from strength to strength.

About Quarterdeck

Quarterdeck is a Leadership and Management training company. They specialise in creating long term behavioural change in leaders that enables them to motivate and inspire their teams to grow the business. 

Managing Directors bring Quarterdeck in when:

  • They are striving to create self-sufficient leaders who will grow and develop the business
  • The leadership is not delegating enough and the business is stagnating or not growing as it should be
  • The communication in the leadership team or throughout the business, is stalling growth, or making progress difficult, when difficult conversations are not happening as they should
  • The leadership team, together or individually, are struggling to motivate or inspire their teams, or deal with a negative culture, or deal with stress and overwhelm.

Clients experience tremendous success and rave about Quarterdeck's work because their approach is different from most leadership training. They focus on giving the individual practical pragmatic skills that reap immediate rewards. They are not interested in leadership models or theories, or profiling. None of these encourage change, they encourage stagnation and excuses. 80% of Quarterdeck's business is repeat and their NPS score is 70+, which they're extremely proud of.

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Further information

Price per delegate

1 delegate: £175.00 *
2 delegates: £150.00 *
3+: £125.00 *

Members of any HQN network:
1 delegate: £150.00 *
2 delegates: £125.00 *
3+: £100.00 *

* Please note that all prices are subject to standard VAT.


Key to who should attend:




Suitable for staff of all levels


This course will be particularly relevant to members of:

Housing quality network
The Housing Quality Network

Equality and Diversity
The Equality and Diversity Network


Cancellations and substitutions:

A full refund will be given if a cancellation is made 28 calendar days or more prior to the event, and a 50% refund if a cancellation is made 15-27 calendar days prior to the event. We regret that no refund can be given if a cancellation is made 14 calendar days or less before the event.

Cancellations must be made in writing, and will be acknowledged by HQN Limited.


In-house training

If you’ve got five or more staff interested, our in-house training offers great value for money. Click here for details.