No matter how hard we try to avoid it, we all have to navigate tough conversations at some point in our professional lives. They’re inevitable, but managing conflict in a constructive, respectful and empathetic way is often easier said than done. So, what if there was a way to practice this dialogue beforehand?

Using role-play, there are now AI tools available that can simulate specific conversations and help rehearse workplace scenarios.

“I use AI voice mode to rehearse difficult conversations,” says Harriet Hodgson-Grove, Partner at UHY Hacker Young. She has been using AI to both improve conversation and support her mentees' development. “It helps me think through how to phrase things clearly and constructively. You can speak to it just as you would a trusted colleague, and it gives you space to practise without pressure.”

How to access voice mode

Accessing voice mode varies from AI model, but all of the major generative AI models, such as ChatGPT, have voice options. For example, ChatGPT has a ‘voice’ icon – which looks a bit like a soundwave – in the bottom right of the app, next to the text input box. Pressing it will then take you through the steps to set up voice mode, including choosing a voice for the app. Claude works in the same way, while others, such as Meta and Google AI, are available through settings. 

If using CoPilot, note that voice is not available in CoPilot for Microsoft 365, only in the publicly available and not enterprise secure CoPilot Chat.

Whether it’s communicating with challenging clients or handling misunderstandings with colleagues, using these AI models can help with thinking more clearly, stop emotion from clouding judgment and give more control over the conversation.

Running scenarios through AI

Hodgson-Grove uses AI tools to help her deliver information in a positive and constructive way. “One of the biggest challenges is making sure people don’t get stuck on the negative,” Hodgson-Grove explains. “AI lets you run entire scenarios in advance. You can ask it to interrupt you, challenge you, or stay silent so you can test different dynamics. It’s incredibly useful for practising how to keep a conversation positive and constructive.”

Rehearsing these conversations beforehand in a safe and judgment-free zone helps reduce the risk of escalation and could even shine a light on bad habits. Once mastered, these tough conversations can be transformed into opportunities for growth, strengthening relationships, and increasing our wellbeing and confidence at work.

Set up the conversation through effective prompts

To get exactly what you need from these AI conversations, it’s important to put in some groundwork by giving the model some prompts to ensure it responds the way you want it to. If you want it to push back against what you’re saying, you’ll need to specify this, and the better the initial prompt, the more effective the scenario will be. Luckily, writing AI prompts isn’t complicated; it’s all about being clear and concise.

When constructing your prompts, it’s useful to spell out the following.

• Clearly define what the role of the AI in the conversation is.
• Explain the context of the scenario in detail.
• Specify what you want to achieve from the conversation.
• Include what kind tone are you looking to strike.
• Describe what format would you like the answers to be presented in, whether written or spoken.
• Suggest what the potential problems or challenges could be.

As Hodgson-Grove explains: “The key is to set the scene clearly. Tell the AI exactly who you want it to be, describe the context, and give it as much relevant information as you can - the better the brief, the better the conversation.”

These chatbots can mimic personality types and response styles so, if you’re trying to rehearse a conversation with a tricky client, or specific co-worker, include that in your prompt.

Remember, AI will often tell you what you want to hear, so it’s handy to brainstorm potential challenges too: how might you be misinterpreted by the client or co-worker and how can you be clearer, or more empathetic? If the conversation escalates, how can you recover without getting defensive?

It might take a bit of trial and error but keep asking for feedback, stay patient and refine the prompts as you go.

Be aware of approved AI use

Remember that your employer may have different licensing and policies around AI, and how employees can and cannot use it. So make sure you’re clear on what tools are approved for internal use, and how you’re able to use it.

Be mindful of how detailed your prompts are and consider privacy issues. As Hodgson-Grove warns, “If you’re using AI 'outside of the firm' software, such as Claude or ChatGPT, keep it vague in terms of names and details.” Some clients will be naturally anxious about their personal information, so keep GDPR guidelines in mind whenever you’re using these tools.

Not sure how AI can help? Ask AI

If you’re not entirely sure how to get the best out of these chatbots, you can always explain your role and ask it how it can help you. As Hodgson-Grove recalls, “Even our internal teams experimented by asking Copilot how it could support their work, and it helped them streamline the write-ups for the management accounts. Sometimes you just have to ask the tool how it can help you.”

AI is set to become a big part of personal and work lives, and it will likely come to support us in ways we might not even be able to comprehend just yet. Though many might still be unsure, the key is to keep an open mind and see generative AI as just another available tool or collaborator that can help us grow and reach our own innate potential.