What to Say When it Matters:
Conversations & Documentation for Leaders
A 4-week virtual workshop.
What to say, how to say it, and how to document it—so you don’t miss the conversations that matter.
FEBRUARY 3RD - 26TH 2026
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4 WEEKS
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FEBRUARY 3RD - 26TH 2026 ~ 4 WEEKS ~
A lot of leaders avoid hard conversations—not because they don’t care, but because they’re worried about what to say, how to say it, and how the other person will react. This course changes that.
Over four weeks, you’ll build practical communication and documentation skills you can use immediately: listening for meaning, speaking with clarity and care, navigating difficult conversations, building psychological safety, and documenting expectations and agreements in a way that’s fair, factual, and useful.
The goal is confidence—not performative perfection—so you can have conversations earlier, with less stress, and make them beneficial for both the giver and the receiver.
Who it’s for
Leaders who want communication that feels clear, natural, and grounded—so they can handle hard moments with calm confidence, strengthen trust, and reduce unnecessary friction. Especially relevant for complex, high-stakes workplaces (including comm centres and other high-pressure teams).
In this course, “leaders” refers to managers, team leads, and supervisors.
What you’ll leave with
A simple way to reduce misunderstanding: shared language and clarity
A repeatable model for difficult conversations: C.L.E.A.R.
A way to interrupt reactivity:
Notice → Name → Nudge (judgment → curiosity)
Concrete skills for psychological safety: how to make it safe when tension rises
CALM check-ins (5 minutes): a quick touchpoint you can use between conversations to stay connected and catch issues early
Meaningful one-on-ones (scheduled): a strengths-based 1:1 structure you can make your own (flow, question library, and tracking) so the conversation is safe, useful, and consistent
Practical tools for leadership conversations:
Strengths-based feedback that supports growth
STATE to communicate your perspective with confidence and care
Documentation basics that protect people and process:
What to document, what not to document
How to write objective notes using a simple template
What’s Included
Beautifully designed module playbooks (everything covered + tools + practice)
Templates (conversation planning, feedback scripts, documentation notes)
Course resource library (curated readings, videos, podcasts, research)
Sessions at a Glance
Week 1: Foundations: Calm + Clarity + Documentation Basics
Calm-centered communication foundations, shared language, clarifying skills, and the documentation basics that make everything else safer and easier.
Week 2: C.L.E.A.R. + Strengths-Based Feedback (easy conversations)
A repeatable conversation structure for everyday coaching and feedback—plus how to document it fairly and clearly.
Week 3: CALM check-ins + Meaningful One-on-Ones (scheduled)
Two different tools: quick CALM check-ins between moments, and scheduled 1:1s that build trust, alignment, and early intervention.
Week 4: Hard Conversations + HR/Union-ready Documentation
Move from judgment to curiosity, making it safe, STATE, and writing documentation that holds up—while protecting dignity and psychological safety.