Training Outline

Why this training matters

Workplaces are human environments – and with that comes the inevitability of sensitive conversations. These might involve mental health, performance concerns, personal disclosures, or conflict between colleagues.

Yet many managers receive little training in how to respond effectively. Fear of saying the wrong thing often leads to avoidance – with consequences for trust, wellbeing, and team performance.

This session is designed to shift that dynamic.

Who is this training for

Line managers at all levels.

What your team will learn

By building skill and confidence in this area, we help managers become proactive, compassionate, and grounded when it matters most.

What makes a conversation “sensitive” – and why they’re often avoided

A practical 3-step framework to prepare, talk, and follow up with confidence

Language and listening tools to respond with empathy and clarity

How to stay calm under pressure, even when emotions run high

Actionable strategies to build psychological safety and reduce the cost of avoidance

Practical tools and interactive learning

This isn’t a theoretical session. It’s designed to be:

✓ Safe and confidence-building
✓ Filled with real-life examples and language swaps
✓ Interactive – with short scenarios, reflection, and group discussion
✓ Supportive of your culture, policies, and values

All participants receive a printable toolkit, including:

– The “Prepare – Talk – Follow Up” conversation planner
– Empathetic language tips
– A checklist to apply straight away