Managing Difficult Conversations Training - 3hours

All managers, team leaders, business owners and employees need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve the most positive outcomes.

Understanding, empathy and professional skill development are necessary qualities that help to keep you in control of difficult conversations before, during and after them; so that you can achieve the desired outcomes.  Having a good understanding of your own personality type, as well as knowing how to best interact with other personality types, is a specific skill taught in the course.

This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieve professional success and improve interactions amongst staff.

This is a practical class that is suitable for all audiences and provides people with the tools that they can apply on-the-job (and in other contexts) the very next day.

This is an instructor-led class that you can attend from home or your office.

We use secure Video Conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat and breakout sessions. Please discuss your preferred platform, most commonly we use Microsoft Teams, Skype for Business, Webex or Zoom upon request. 

These courses are facilitated in English, and are open to people from different industries in all countries especially across Australia, New Zealand, Singapore, Malaysia, Hong Kong and Papua New Guinea - this is a short but powerful learning experience that gives you global collaboration opportunities.

Our trainers and processes have been refined to give you a personalised learning experience where it is specifically targeted to your needs.

**Please note, these classes run to a very tight schedule, please follow the invitation and join the class 10-minutes prior to commencement so you are ready to participate and don't miss a minute!

Managing Difficult Conversations Training - 3hours
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4.765 out of 5 from 51 responses

Your Learning Outcomes

After completing this course, participants will have learned to: 

  • 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
Duration: 0.5 day course Live Online Experts



Reviews

Managing Difficult Conversations Training - 3hours Reviews:

"Leigh was a great trainer!very engaging and the injection of humour throughout the course made it more enjoyable."

The Playford

 

"The most useful part of the course was learning about the different variations of listeners."


-eNerds


 

"The trainer developed rapport with all the individuals and was excellent in his delivery of the training. Excellent session and very relevant to businesses. I put 100% as knowledgeable as we covered listening, funnels etc which is day to day items and very useful to know. "


"I really enjoyed the course, it is very relevant to my day to day job. Joe was a great trainer, and his style is very engaging. I will definitely be recommending that other people within the organisation complete the training. I also enjoyed the group activities."


"The skills I learnt to manage difficult conversation is valuable. Being in a group with fellow peers provided me with additional skills too."


"Jill is a great trainer and made the environment comfortable."


-Programmed


 

"Really enjoyed the role plays and the trainer was really good at keeping my attention & Interest."


-Sika Australia


 

"I found Deidre very personable and it's probably the first course I've done where I didn't find my mind drifting."


"This was delivered very well, with great examples and applications for my work. Very active and engaging presenter."


"Had a great day of training :)"

 

-Redland City Council


 

"Interaction directly with facilitator and other trainees was very helpful and created a pleasant instruction environment."


"I found it to be like a refresher course as I have had similar courses before in the Insurance Industry, The course is well worth doing."


"The facilitator did an excellent job and would thoroughly recommend him and other courses he would conduct."


-Biomedical Technology Services


 

"The course was fantastic and extremely helpful in my line of work."


-VITS Language Link


 

"Most useful part of the course was the ability to have the discussions and see other responses to potential difficult conversation. I do not have any feedback for least useful."


"Jen was a very effective facilitator! I appreciated her delivery, time management and how she was able to elicit responses from the more quiet participants. I was very happy with the content, delivery and discussions. I would recommend this course be run for all Leidos managers and Service Line Leads."


-Leidos Australia


 

"Difficult conversations are the worst, but having a strategy and structure around them makes them no less worse but able to be had with some confidence has made me more prepared to carry this important leadership aspect . Pretty good job PD thanks"

 

"Definitely one of the better courses I have attended, very good trainer."


-Programmed


 

"The trainer knew his topic and was great at building rapport. He had a very varied group - some with a lot of experience and very specific needs and others who obviously have not had any training in this area before. He handled this varied group very well and respectfully. Once we got to the nitty gritty of difficult conversation in the afternoon the pace picked up and I felt we were getting some really useful, and new information."


-SA Health


 

"Great course, great trainer, would definitely recommend this."


"This is no doubt the best training session I have ever attended in my professional career. Derrick is a very knowledgeable training and the course is very well designed."


-Bupa Australia


 

"Best training I've been to in a long time. Jen was brilliant."


-Australian Federal Police


 

"Fantastic presenter well delivered."


"The trainer was very helpful, and enthusiastic."


"Great course, Trainer was engaging, approachable and professional."


"I liked the fact there was no PowerPoint presentation and it was more of a workshop setting."


"Enjoyed the course. Very informative and helpful."


-Department Of Communities


 

"It helped me a lot in quite a few areas of my job role. I found it a very interesting course."

Canterbury League Club

 

"This course was very timely and has given me some very good skills to take with me to a performance discussion the next day."

"I absolutely loved the addition of the graphic facilitator. It is much more to my learning style, it was fun, and it helped to capture the main points of the day and was really memorable."

Prime Minister & Cabinet

 

"Class was not too formal and rigid which made it more interactive and engaging."

"Understanding different personalities. Great exercise to appreciate all approaches and communication/management styles."

"Great course, great trainer."

Canterbury League Club

 

"Very good, very worthwhile."

"Loved the personality profiling and learning about different traits and how to react to them."

Atlas Professionals (Formerly Programmed Marine)

 

Retirement Communities Australia logo
I was in a group of 6 and all people have commented after the session not only how informative it was but the experience was so enjoyable. The content was well tailored to our companies situation, and any other than that was also directly managed informatively, sensitively and with a view that all needs and concerns were to be addressed. I would gladly recommend Michael as a trainer, her soft, patient and inspiring manner made learning a delight. Thankyou sincerely.

-Retirement Communities Australia


Retirement Communities Australia logo
Simply Brilliant delivery! Engaging facilitator, course was thoroughly enjoyed and comprehended. Now to practice.

-Retirement Communities Australia


Playford logo
Leigh was a great trainer!very engaging and the injection of humour throughout the course made it more enjoyable.

-The Playford


More happy clients



Download Course Outline (PDF)

Managing Difficult Conversations requires specialised knowledge and skill development, because these types of conversations can be quite challenging to manage without them. During this training course, participants develop an understanding of where, when, why and how to conduct difficult conversations. 

The goal of this course is to empower professionals to be in control of a difficult conversation at all stages of the interaction, so that they can achieve the desired outcome. It is a necessary skill in the management of human resources, handling of difficult customers and team management.

Course Outline for Managing Difficult Conversations Training - 3hours

Topic 1
Choosing to Have the Conversation
  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome
Topic 2
Toolkit for Successful Conversations
  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques
Topic 3
Framework for Difficult Conversations
  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template
 

In-House Training - We’ll focus on what matters most to you and tailor to your context


Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

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Full-day training
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We provide the Training Management Centre which is an information hub before, during and after training.
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Completion Certificate Included

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What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

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