Communicating difficult news

Interpersonal Skills Training

About this training

This highly practical training is aimed at all professionals who need to deliver difficult news. This training builds confidence in communicating negative messages and equips participants with a better understanding of how to deal with any fallout. Recent target groups have included project managers, customer support employees, purchasers and HR specialists.

Reliable, stress-reducing communication models.

Your outcomes

  • Develop an understanding of the emotional journey both sides take
  • Use reliable communication models that reduce stress
  • Familiarize yourself with practical tools and methods for delivering difficult news
  • Develop a skill set for handling internal and external partners in crisis situations
  • Gain confidence in dealing with difficult people and situations

Training content

  • Identifying your communication scenarios through a situational matrix
  • Appreciating what makes news “difficult” to give and receive
  • Understanding how people react
  • Managing stress and increasing clarity through practical models for communicating difficult news
  • Managing different communication modes
  • The impact of culture
  • Dealing with the unexpected

Practical tools and methods for delivering difficult news.

Techniques for dealing with the unexpected.

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Email Models

Includes English phrases that will help you state your message plain and clear

This eBook is a collection of easy to remember structures that you can use when you write emails. Use S.O.A.P for making recommendations, follow S.C.R.A.P when complaining and A.C.T to confirm agreements – for example.

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