Starbuck Academy · Grow
Manager Skills: Difficult Conversations
Prepare, open and follow up the conversations you avoid
A short, practical course for managers who want to handle difficult conversations clearly, kindly and fairly. Five video lessons take you from choosing the conversation you have been putting off to agreeing next steps and following up.
Why difficult conversations matter
Most managers have at least one conversation they have been putting off. Waiting rarely helps: the person cannot fix what they do not know about, the team notices, and the conversation gets harder. Handled well, a difficult conversation is an act of respect that gives someone the chance to improve. This course gives you a simple, repeatable approach and the tools to use it.
Who it is for
Managers and team leaders at any level, from first-time managers to experienced leaders who know they tend to put hard conversations off. No prior training is needed.
What you will be able to do
- Recognise why you avoid difficult conversations and what that costs
- Prepare using facts, impact, the outcome you need and the other person's likely view
- Open a difficult conversation clearly and kindly in the first minute
- Stay calm and curious when emotions rise, including defensiveness, tears or anger
- Agree clear next steps, keep a fair record and follow up
- Recognise when an issue should follow your organisation's policies and involve HR
Five lessons
Why we avoid difficult conversations
Why we put hard conversations off, what avoidance really costs, and how to choose which one to have first.
Preparing for the conversation
Separating facts from stories, naming the impact, knowing what you need and seeing it from their side.
Opening the conversation
A clear, kind first minute using situation, behaviour and impact, then inviting the other person's view.
Staying calm when it gets heated
Staying calm and curious, using listening and silence, and handling defensiveness, tears or anger.
Agreeing next steps and following up
Agreeing actions and support, keeping a fair record, following up, and knowing when to involve HR.
What is included
Five short video lessons you can watch on any device, workbook pages and a practical tool for every lesson, the full Manager Skills: Difficult Conversations workbook to download, a five-question knowledge check per lesson, a certificate of completion showing 2.5 estimated learning hours, and 12 months’ access. A one-off payment of £49 per person inc. VAT.
How your learning time adds up
Your 2.5 estimated learning hours are made up across five lessons of about 30 minutes each:
- Watching the five short lesson videos: about 15 minutes (about 3 minutes each)
- Reading the lesson notes and workbook pages: about 40 minutes (8 minutes each)
- Working through the practical tool for each lesson: about 40 minutes (8 minutes each)
- Planning each workplace task: about 30 minutes (6 minutes each)
- Completing the five-question knowledge check after each lesson: about 25 minutes (5 minutes each)
Total: 2.5 estimated learning hours. Carrying out each workplace task at work is in addition to this.
Knowledge checks: every lesson or module ends with a short multiple choice knowledge check. The pass mark is 80% and you can retake a knowledge check as many times as you need.
Who designed it
This programme was designed by ICF credentialed coaches at Starbuck & Associates, led by Paul Starbuck, our Founder and CEO and an ICF Master Certified Coach (MCC). Every lesson draws on our coaching and leadership development work with organisations in the UK, Europe and around the world, and each programme is reviewed regularly to keep it current.
Before you start
This course is general learning and development content and is not professional advice. Always follow your own organisation’s policies, and take specialist advice on legal, medical, financial or HR matters.
