Holding conversations of a difficult or sensitive nature can often cause many employees to worry. They might not be used to the situation or there maybe fears that discussions may lead to conflict. However, it is necessary that these conversations are held.

This course develops a road map for preparing to hold difficult conversations and gives practical advice and examples on how to deal with issues that arise.

It covers 2 areas:

  1. How to hold a difficult conversation to best the desired outcome
  2. Techniques to respond to difficult subjects, behaviors and outcomes

It takes learners through the 6Rs approach to holding conversations to ensure the desired outcome. It also includes techniques for dealing with inappropriate comments, attitudes and behaviors.

Course Key Concepts: Difficult conversations, Inappropriate behavior, Responding to comments, Behaviors and attitudes.

Learning Objectives
  • Explore why difficult conversations are challenging.
  • Identify key steps to prepare for difficult conversations.
  • Discover Reboot’s 6Rs technique for managing difficult conversations.
  • Recognize the key steps to ensuring productive outcomes.
  • Discover techniques for responding to inappropriate issues, behaviors and skills.
Last updated/reviewed: December 29, 2023
Course Complexity: Foundational

No advanced preparation or prerequisites are required for this course. However, there are references to examples of feedback learned in our 'Delivering Feedback That Gets Results' and 'Effective Conversations for Difficult Situations' course.

Education Provider Information
Company: Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact: For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
Instructor for this course
Course Syllabus
  Learning Objectives for Effective Conversations for Difficult Situations4:26
  Managing Conversation9:04
  Conversation Planning Phase - 6 Rs21:16
  Bonus Examples8:44
  Effective Conversations for Difficult Situations46:00
  Slides: Effective Conversations for Difficult SituationsPDF
  Effective Conversations for Difficult Situations Glossary/IndexPDF
  Recap ChecklistPDF