Training and talks for organisations
Skills for challenging conversations
Powerful communication skills for meeting conflict with resilience
What is Skills for challenging conversations?
Skilful communication is at the heart of everyday interaction in public service settings. When resources are stretched and needs are high, it’s inevitable that some conversations will challenge even the most experienced professionals.
This course offers a deep and practical exploration of what is really happening in a challenging conversation. It will help participants recognise underlying causes, understand their own responses, and build the capacity to stay calm, confident, and connected even when tensions rise.
Designed specifically for staff in social care, health, education, and childcare, the training focuses on avoiding and de-escalating conflict, communicating with clarity and empathy, and transforming difficult interactions into opportunities for understanding and trust.
Each course is tailored to the specific needs and circumstances of the team I am working with.
What you’ll learn
Ways to navigate defensive cultures that make communication harder
How to recognise and reflect on your own experiences of challenging conversations
How to identify the underlying causes and context of what makes a conversation difficult
The deep and practical skill of empathic reflection, with practices and guided feedback to help embed it
Confidence and strategies for giving difficult news, explaining complex information, or engaging reluctant families or clients
A practical and usable neurobiological model of relationship and communication, grounded in interpersonal neurobiology and polyvagal theory
“It was engaging throughout and a mix of learning styles (handouts, conversations, breakoutrooms etc) so I felt fully engaged. Also felt heard and understood by Jo.”
training recipient
Who’s it for
This training is for practitioners in health, social care, education, and childcare who have already completed basic communication skills training and want to develop greater confidence, depth, and flexibility in their approach.
It’s ideal for teams who regularly manage complex cases, difficult conversations, or conflict, and who want to reduce stress while improving outcomes for the people they support.
How it’s delivered
The programme consists of a full day of in-person training, followed by three or more reflective practice sessions of two hours each, delivered online.
Additional reflective practice sessions can be arranged to consolidate and embed learning, and a further training day is available for teams who want to go deeper into complex areas such as trauma, conflict, and working with reluctant families or clients.
Sessions combine theory and experiential practice, drawing on interpersonal neurobiology and nervous system co-regulation. Participants are invited to stretch themselves into new ways of listening and communicating, gaining practical tools and confidence they can use immediately.
There is a strong focus on empathic listening, reflective understanding, and calm, clear communication. The aim is to reduce conflict and distress while strengthening relationships across all levels of work.
If this training is part of a rolling professional development programme, I can also provide ongoing support and tailored options for embedding these skills into everyday practice.
About your trainer
I’m Jo McAndrews, a trainer and facilitator with over 30 years’ experience in education, family support and community work. My approach is grounded in psychology and trauma-informed practice, and shaped by many years of listening to what helps people feel safe enough to learn and grow together.
I work with teams across education, health and the voluntary sector to help build understanding and confidence in how we relate to one another. My sessions are engaging, reflective and restorative, helping people leave with both practical tools and a renewed sense of purpose in their work.
This work matters deeply to me. I bring warmth, curiosity and care to every organisation I work with.
Costs
My fees for training include preparation discussions and bespoke design, digital presentation handouts and post event debrief. Travel costs and overnight accommodation where needed will be added to this.
Please click the link below to learn more about costs for teams and organisations.
Let’s discuss your training needs
If you would like a chat about this course, or to discuss how I can meet your team or organisation’s needs, please use this form to get in touch