Managing Difficult Conversations in Clubs

ACCM Points CMAA Members & Affiliates attending will earn: 12 ACCM POINTS for the successful completion of these courses Designed for Club Managers and leaders, this half-day course provides practical frameworks and strategies to help managers prepare for, lead, and navigate difficult workplace conversations with confidence and professionalism. Participants will develop skills to remain calm under pressure, manage emotional responses, and communicate clearly while maintaining respect and trust.
This course takes a trauma-informed and legally aware approach to common workplace scenarios, equipping managers to address issues early, support staff wellbeing, and uphold organisational standards.

Course content includes:
+ Understanding why difficult conversations matter and the risks of avoidance
+ Preparing for high-stakes or emotionally charged workplace discussions
+ Practical conversation frameworks to address performance, behaviour, and conflict+ Managing defensiveness, emotions, and power dynamics during conversations+ Applying a trauma-informed approach to sensitive and complex workplace issues

+ Handling common club-based scenarios For leaders seeking to strengthen their communication capability, reduce risk, and create a workplace culture where issues are addressed early and respectfully.

Conducting Workplace Investigations in Clubs

This half-day course is designed to support Club Managers and senior leaders who may be required to initiate, manage, or participate in workplace investigations. It provides clear guidance on when an investigation is required, when alternative resolution options may be more appropriate, and how to approach investigations in a fair, structured, and compliant manner. Participants will gain practical insight into conducting investigations that are thorough, impartial, and defensible, while also managing the broader workplace impacts before, during, and after the process.

Course content includes:
+ When a workplace investigation is required
+ Identifying investigation triggers, risks, and potential legal and reputational impacts
+ Defining the purpose, scope, and objectives of a workplace investigation
+ Conducting fair and structured interviews with complainants, respondents, and witnesses
+ Gathering, assessing, and analysing evidence using the balance of probabilities
+ Understanding procedural fairness, confidentiality obligations, and support person rights
+ Communicating investigation outcomes and managing post-investigation next steps

This course is suited to Senior Leaders within clubs who hold responsibility for workplace conduct & compliance. Valuable for those seeking to strengthen investigative capability, reduce organisational risk & ensure serious matters are managed with integrity & fairness.