Register your interest in a public group session

We understand individuals and small businesses may not have the resources to book an exclusive group or one-to-one session, so we operate a wait list system. Give us you contact details and when enough people have registered their interest we'll be in touch to organise a date. For most sessions you'll be alongside (virtually that is) no more than five other trainees.

Organise an in-house private course

This is the way most organisations choose to work with us. You get to choose the workshop, nominate who you want to sit the session and fix a time and date that suits everyone. We do the rest – even down to tweaking the training to match your specific needs. All we need is a bit of information about you so click the organise button to get the ball rolling.

Price From £799 per session

We all find ourselves handling awkward conversations from time to time. The natural response is to avoid such discussions. But avoidance is often the worst option. This online course will show you the right options.

Some of us handle awkward conversations by adopting the silent treatment as a way of coping with the issues. Other people simply avoid awkward conversations altogether so that they never end up in such situation. The problem, however, is not always other people or the nature of the conversation but the way we handle it. This practical and effective online course is designed to help you develop the skills, knowledge and attitudes required to handle awkward conversations, even when things turn highly emotional. Delegates will also develop the skills required to provide concrete feedback when someone has done something wrong, to deliver bad news to those who do not want to hear it and to disagree with others, whilst still maintaining and strengthening their relationships whether at work or in their personal or social life. 


  • Explore the range of strategies used to manage awkward conversations.
  • Understanding the needs of difficult or challenging people and know how this can help to improve an awkward conversation.
  • The important role of assertiveness [and not confusing this with aggressiveness] when handling awkward conversations.
  • Recognising when an awkward conversation is likely to escalate into a conflict.
  • Choosing your words carefully and using other communication techniques, including active listening and body language, to effectively handle awkward conversations.
  • Understanding how best to communicate information – some of us are visual people, whilst others retain information from actions, but, most of us have a weakness when it comes to auditory skills.
  • Best practice guidelines on improving awkward conversations.
  • Learning how to become emotionally intelligent, not to take things personally and not to over apologise when handling an awkward conversation.
  • Preparing to deliver potentially bad news and anticipating the range of reactions can you expect to receive when delivering bad news.
  • Handling people’s reactions to what you say when they become highly emotional or upset.
  • Not taking responsibility for other peoples’ reactions.
  • Not buying into others’ irrational rhetoric.
  • How to mean what you say and say what you mean.


Sandy Keating leads this workshop. An energetic and knowledgeable trainer, no conversation with her is ever awkward. Or so she says! And who are we to disagree?


To find out what other people think about this workshop click here to read their comments.


This workshop is available for in-house delivery which is cost effective if you've got more than a few people who need training with the added advantage that course content can be tailored to your specific organisational needs. Contact the trainer to discuss your requirements.


Mediation skills

Dealing with difficult people

Assertiveness techniques

What our clients say:

"An excellent training session, very well run and very engaging. I would go as far as to say probably the best training session I have ever been on."

07831 354026

ACM Training

ACM Training is a trading name of Crosshands Limited. Our registered office is at the above address and our registration number is 03136393.

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