Embedding Courageous Conversations Across Teams at ZSL
Zoological Society of London (ZSL) December 24, 20243 min reading time
ZSL came to Global Training with a clear ambition: to build confidence across their People & Culture teams in navigating difficult conversations. They recognised that for communication to be effective — especially in a fast-paced, purpose-driven environment — it needed to be clear, kind and honest.
We delivered a bespoke Courageous Conversations workshop for a mixed cohort of leaders and managers across the organisation. Our goal was to create space for reflection, shared understanding and practical tools that would strengthen the way people communicate, give feedback and lead.
The session brought together managers with varied levels of experience. For newer managers, it created an entry point to difficult conversations in a supportive space. For others, it offered space to reflect and sharpen skills.
“I’m new to a management role and found it very useful to hear about the challenges people face and how to deal with certain scenarios.”
Participants worked through real-life scenarios using roleplay, reflection and peer discussion — all grounded in a structured, emotionally intelligent communication model.
“It was a good mix of theory, discussion and applying it to our own situations.”
The framework helped participants understand what courageous conversations look like in action:
- How to lead feedback without blame
- How to remain calm when conversations feel emotionally charged
- How to listen with empathy and speak with clarity
Trainers modelled the approach throughout, balancing expertise with facilitation that was warm and responsive.
“Very knowledgeable trainers. Noticeably experienced in their field… gave confidence to learners.”
There was also space to normalise challenge. One of the strongest outcomes of the session was the shared realisation that many of the same difficulties — from avoidance to miscommunication — are experienced across departments.
“This workshop is useful for all levels of experience and management. I’m new to a management role and found it very useful to hear about the challenges that people face and how to deal with certain scenarios.”
— Department Manager, ZSL
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