Introduction
- •Course Overview
- •Learning Objectives
Managing Difficult Conversations Training
Managing difficult conversations is an essential skill for handling workplace challenges, resolving issues and maintaining professional relationships. This practical course helps you understand when, why and how to approach challenging discussions with confidence. Learn effective techniques to manage conversations, address sensitive situations and achieve constructive outcomes with colleagues, teams and customers.
Expert-Led Online Classes
About This Course
Develop the confidence and skills to manage difficult conversations, address workplace challenges and achieve positive outcomes. This practical, interactive course helps you approach sensitive discussions with empathy, professionalism and confidence. Learn how to understand different personality styles, adapt your communication and manage challenging interactions effectively. Gain practical techniques to navigate conversations before, during and after difficult situations, strengthen workplace relationships and improve communication across teams.
Investment : $450.00 USD
3 Hours
Live online learning with an expert instructor
Small Classes
Interactive sessions with 5 to 20 participants
Certificate
Earn a certificate of completion to showcase your achievement
REACH
Access the globally recognized REACH personality assessment
What You'll Learn
Course Modules
Choosing to Have the Conversation
- •Considering the Consequences
- •Establishing Your Frame of Reference
- •Establishing Positive Intent
- •Identifying the Desired Outcome
Toolkit for Successful Conversations
- •Managing Your Body Language
- •Speaking Persuasively
- •Active Listening
- •Tips for Becoming a Better Listener
- •Asking Questions
Choosing the Time and Place
- •Planning it Out
Framework for Difficult Conversations
- •Your Purpose
- •Steps for a Difficult Conversation
Learning Outcomes
- •Predict the results of a conversation
- •Establish the intent of a conversation
- •Identify the desired outcome
- •Manage their body language
- •Speak persuasively
- •Listen actively
- •Use probing techniques
- •Ask the right questions at the right time
- •Establish the purpose of a difficult conversation
- •Create a conversation template
- •Create a personalised action plan
- •Use communication skills to influence and control
Learn from Experts
Meet Your Instructors
Darla
Darla is a dynamic and energetic Corporate Trainer with more than 25 years’ experience in training, leadership and professional development. Having trained thousands of business professionals, she specialises in building practical “Power Skills” including effective communication, emotional intelligence, leadership, presentation skills, collaboration and conflict management. With extensive experience designing and facilitating corporate training programs, Darla has worked across areas including leadership, sales strategy, effective communication, conflict resolution, personality styles, customer service and business writing. She has a particular talent for taking topics that can sometimes feel “dry” and turning them into engaging, interactive learning experiences that are relevant and easy to apply in the workplace. Darla holds a Master’s Degree in Adult Education from Boston University and is REACH certified. Her facilitation style combines energy, creativity and practical application, creating memorable learning experiences that encourage participants to build confidence, try new approaches and put their new skills into action.
Audrey
Audrey is an accomplished Facilitator and Trainer with more than 20 years’ experience helping people strengthen the essential interpersonal and communication skills they need to succeed in the workplace. Known for her highly interactive, participant-centred approach, Audrey has a real talent for taking complex concepts and turning them into practical, easy-to-understand learning experiences that participants can immediately apply back at work. She brings extensive expertise across communication, leadership, emotional intelligence, customer service, conflict management, facilitation, presentation skills and workplace effectiveness. With an impressive range of training certifications, including Master Facilitator, DiSC, G.R.O.W, Franklin Covey, LEGO Serious Play and Thomas-Kilmann Conflict Management, Audrey brings both depth and energy to every session. Having worked across industries ranging from financial services and technology to healthcare, government, higher education and manufacturing, she knows how to engage diverse audiences and create learning experiences that are practical, relevant and memorable.
Todd
Todd is a dynamic Facilitator and Certified Professional Coach with more than 15 years’ experience helping people build stronger leadership, communication, and customer experience skills. Having worked with people at all career levels from emerging leaders through to senior executives, Todd brings a great mix of practical business experience, energy and a coach’s mindset to every session. A former Learning & Development leader at Deloitte and a licensed attorney, Todd has a unique ability to combine real-world corporate experience with engaging, practical learning. He is particularly passionate about emotional intelligence, resilience, coaching, presentation, and facilitation skills, and navigating difficult conversations. Todd has facilitated and coached across an impressive range of organisations and industries, including financial services, automotive, life sciences, hospitality and professional services, working with organisations such as BlackRock, JP Morgan Chase, Citi, BMW and Mercedes-Benz. He is also a Certified Professional Coach (IPEC) and experienced in tools and methodologies including Situational Leadership, SDI, REACH and Deloitte Business Chemistry.
Timezone
Tue, 17 November 2026
03:00 am
$450.00 USD
Thu, 21 January 2027
03:00 am
$450.00 USD
Sat, 13 March 2027
03:00 am
$450.00 USD
Tue, 20 April 2027
02:00 am
$450.00 USD