Managing Difficult Conversations Training

Equip your team to raise issues proactively, navigate workplace conflict, and confidently set boundaries before tensions escalate.

DOWNLOAD COURSE FLYER
DOWNLOAD COURSE FLYER

Duration

HALF DAY (4 HOURS)

Location

ON-SITE OR INTERACTIVE ONLINE

Group Size

5-15 (TAILORED FOR TEAMS)

CERTIFICATION

CERTIFICATE OF PARTICIPATION

  • WORKSHOP PARTICIPANT:

    "A good reminder of how to approach a situation, don't get tunnel vision, use a low tone, be assertive but not aggressive/passive"

  • Flora

    "Telephone conversation skills were great - especially when we have to deliver bad news"

  • Terry

    “I hadn't thought about planning the structure of a conversation, how to advise of bad news then how to end the call. High conflict personalities was also great"

TRUSTED BY TEAMS ACROSS AUSTRALIA

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OVERVIEW

Most workplace issues can be resolved with an early, constructive conversation. But when teams avoid these discussions, emotions escalate into ongoing conflict, complaints, and costly rifts.

KEY OUTCOMES:

  • Initiate difficult conversations directly while preventing defensiveness and hostility.

  • Respond to elevated emotions such as anger, frustration, disappointment, or distress.

  • Recognise "fight or flight" responses and apply proven de-escalation techniques.

  • Master active listening tools, including summarising, reframing, and using strategic silence.

  • Protect your well-being from the negative impacts of difficult interactions, both in the moment and long-term.

Five diverse people engaged in a discussion around a conference table in a modern office setting.

Who is the course for?

Managers & Team Leaders: Deliver tough feedback, conduct performance reviews, and address team friction early.

Customer-Facing Teams: De-escalate upset clients, hold boundaries, and deliver difficult news calmly.

HR & People Leaders: Equip staff with a shared framework to resolve conflict before formal complaints arise.

Professionals Lacking Confidence: Overcome conversation avoidance and assert needs clearly without feeling aggressive.

COURSE MODULES

  1. De-escalation: Calm high emotions and re-engage rational thinking.

  2. Active Listening Skills: Ensure others feel heard and acknowledged, even during disagreements.

  3. Future Focus: Guide conversations toward productive, solution-oriented outcomes.

  4. Accountability: Ask powerful questions that encourage others to take ownership of next steps.

  5. Boundary Setting: Show empathy while confidently holding your ground.

BOOK a WorkShop FoR Your Team

Choose your preferred training date below or get in touch for a custom proposal tailored to your team's specific requirements.

how to get a group QUOTE?

REQUEST A GROUP QUOTE

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