Feedback is only useful if people can hear it. Yet most managers either avoid difficult conversations entirely or deliver them in ways that trigger defensiveness—neither approach changes behavior. You'll apply your understanding of why empathic communication improves feedback outcomes by exploring the research on how the brain processes criticism and what makes people open to change. You'll apply the SBI (Situation-Behavior-Impact) model to structure feedback that separates observable behavior from judgment, making conversations specific, fair, and actionable. Using AI tools like ChatGPT or Claude, you'll practice drafting and refining SBI-formatted feedback messages—then learn to verify that AI-generated language matches your intended tone and context. Through realistic role plays where you coach a manager through a feedback failure and deliver difficult feedback to a valued team member, you'll practice these skills in high-stakes scenarios. Designed for people managers, HR professionals, and team leads. No prerequisites required. Access to free ChatGPT or Claude recommended.