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  • Reading time:8 mins read

Mastering difficult communicative situations and conducting unpleasant conversations in the right way

What you will learn

What makes conversations difficult?

Difficult example situations at work that we analyze together.

Traditional professional situations that are difficult and that happen over and over again

How to have a difficult conversation successfully.


The Challenge:

Some managers constantly interrupt, some colleagues constantly change the subject, some customers get very emotional right away – there are so many difficult conversations we have to have in our professional life! In this course I will share with you the underlying structure of any difficult conversation and also how to master the conversation professionally!

Key contents of the course are:

  1. What makes conversations difficult?
  2. Learn why conversations fail and how to immediately recognize and resolve difficult conversation situations.
  3. You will learn how to master every conversation by shaping your communication in an open, authentic and confident way.

Learn about your trainer Kai

Kai Boyd has been a leader, trainer and facilitator since 1989. He supports leaders and their teams to work together effectively, trustfully and with ease. This involves each and everyone – in their respective roles and as people. Tailor-made formats and genuine attention enable potential to unfold and synergies to emerge.

The graduate industrial engineer, managing director and former management consultant knows the requirements of his clients from many perspectives. He works systemically, strength- and solution-oriented. Leading international teams as well as work and academic programs in the USA and the UK enable him to always contribute the international perspective.






Why does a difficult conversation happen?

Friedrich Glasl’s Model Of Conflict Escalation



Action Instead Of Words


Loss of Face

Threat Strategies

Limited Destructions

Total Annihilation

Together Into The Abyss


The Ever-present Structure of Difficult Conversations


The Factual Level

The Emotional Level

The Identity Level

Practice Unit

Practice With A Real Life Example

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Well-intentioned is not always well-done

Well-Intentioned Is Not Always Well-Done

Develop Empathy

How to make a conversation productive

How To Make A Conversation Productive


How to get out of the reproach trap

L6 How To Get out of The Reproach Trap

Shared Contribution

Solution Strategies

Solution Strategies


Getting A Handle On Your Emotions

Getting A Handle On Your Emotions

Avoid Being Emotional


The Identity Level

The Identity Level

First Example

Second Example


When difficult conversations are worthwhile

When difficult conversations are worthwhile


The Alternative Perspective

The Alternative Perspective


The common thread for difficult conversations

The common thread for difficult conversations

Final Exercise