Difficult Conversations Framework

About this course

Avoiding a difficult conversation usually makes it harder later. This course gives you a structured framework for preparing, opening and concluding conversations about performance, behaviour or disagreement. You'll practise keeping the focus on behaviour and impact, and you'll finish with a script you can adapt for your own workplace.

What you will be able to do

• You'll be able to prepare for a difficult conversation with clear intent
• You'll be able to open the discussion in a way that reduces defensiveness
• You'll be able to keep the focus on behaviour and impact
• You'll be able to agree on specific next steps and a follow-up date

Course outline

1. Tools you'll need

   5 min · Lesson notes, example, action task · 2-question quiz

   Preparing for a difficult conversation needs a notebook or document and a private space. Technology is rarely the issue, so choose simple tools that let you prepare calmly.
2. Why Conversations Get Avoided

   10 min · Lesson notes, example, action task · 2-question quiz

   Most people avoid difficult conversations because they fear the other person's reaction, worry about getting it wrong or hope the problem will fix itself. Recognising these reasons helps you decide to go ahead.
3. Preparing Your Intent

   10 min · Lesson notes, example, action task · 2-question quiz

   Before the conversation, be clear about your purpose, the facts, the impact and the outcome you want. Clear intent keeps you focused when emotions rise.
4. Opening Without Defensiveness

   10 min · Lesson notes, example, action task · 2-question quiz

   The first minute sets the tone. Open with the purpose, a respectful acknowledgement and an invitation to share, so the other person feels safe enough to engage.
5. Staying Focused on Behaviour

   10 min · Lesson notes, example, action task · 2-question quiz

   Keep the conversation on observable behaviour and its impact, not on personality or motives. This makes the discussion fair, specific and easier to act on.
6. Agreeing Next Steps

   10 min · Lesson notes, example, action task · 2-question quiz

   A difficult conversation should end with specific agreements: what will change, who will do it, by when and how you will check. Without these, the same problem tends to return.
7. Careers & next steps

   5 min · Lesson notes, example, action task · 2-question quiz

   Handling difficult conversations is valued in leadership, HR, customer and people-focused roles. These careers draw on the framework in this course.
8. Final quiz and certificate

   10 questions, pass mark 8 of 10. Pass to get your Reesby Academy certificate with a verification link.