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Successful Difficult Conversations

Time: 9:30am - 12:00pm

This session will NOT be recorded.

Member - £99
Non-Member - £149

Facilitator - Beverley Haywood

Instigating and managing a difficult conversation can be daunting and there are some circumstances where senior leaders delay taking action in the hope that the issue will be resolved without their intervention. However, this course will demonstrate that it is much better to tackle problems at an early stage as this can prevent the situation from getting worse and is more likely to maintain good working relationships with colleagues.


This interactive course offers you an opportunity to share examples of and gain confidence in handling difficult conversations effectively, objectively and sensitively.


  • Explore why people can be challenging 
  • Consider why you may need to have a difficult conversation (determine the purpose/reason)
  • How to prepare for difficult conversations - adopting the right approach
  • Recognising and managing your emotional state
  • Explore ways of dealing with difficult behaviour
  • Plan the conversation (anticipate responses)
  • Advice on how to listen carefully and demonstrate that you are doing so
  • Consider the steps in managing behaviour
  • Explore how you might deal with parental complaints (optional) 
  • Reminder of your own well-being


Headteachers, Deputy Headteachers and SLT including SBLs. Primary, Secondary, Special and APs suitable.


Beverley Haywood

Beverley Haywood is NAHT Regional Head, Eastern Region.  Having originally qualified as a solicitor she has since worked in HR in various sectors for over 20 years; including the educational sector, the emergency services and private industry.   She is also a Governor and board member within a MAT.