Business English: Handling Difficult Conversations
Handling difficult conversations is the B2–C1 high-stakes communication skill — delivering bad news, addressing underperformance, managing conflict, declining requests firmly. The worksheet covers the diplomatic-language toolkit: setting tone (I appreciate this isn’t easy to hear), framing the issue without blame (from my perspective, what I’m observing is), inviting response (how do you see this?, what’s your perspective?), and reaching agreement on next steps.
This worksheet builds B2–C1 fluency with difficult-conversation skills.
Worksheet preview
What’s inside:
- A phrase bank organised by conversation phase (opening, framing, listening, agreeing)
- Role-play scenarios: performance feedback, declining a request, escalating an issue
- Tone-shifting task: convert blunt statements into diplomatic alternatives
- Self-assessment checklist for difficult-conversation performance
- Full Answer Key plus Teacher Notes
Common challenges: Hedging without weakening at B2–C1 — diplomatic doesn’t mean unclear. The message must be firm and the tone soft. Active listening cues: I hear what you’re saying, that’s a valid concern, I understand why you feel that way. Cultural variation in directness norms.
For: Adult and teenage learners (14+) at CEFR B2–C1, in upper-intermediate and advanced classes, 1:1 lessons, or self-study — particularly managers and senior professionals. Maps onto BEC Higher and C1 Advanced (CAE). Part of the Daily Business Communication collection — the natural next step is Risk and Decision-Making.
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