Managing Difficult Conversations
Lead challenging workplace conversations with clarity, confidence and professionalism.
Learn how to prepare for, lead and resolve challenging workplace conversations with clarity, confidence and professionalism. This course gives participants practical structures for feedback, accountability and sensitive conversations.
Course Snapshot
Difficult Conversations
Duration
Flexible format
Delivery
Live online, onsite or hybrid
Audience
Managers, team leaders, HR professionals and project leads
Format
Facilitator-led professional development
Best for
Feedback, accountability and sensitive workplace conversations
Designed for professionals who need to lead and perform in complex environments.
This course is designed for:
What participants will learn.
What the course covers.
Understanding difficult conversations
Participants explore why conversations become difficult and how preparation improves outcomes.
- Common causes of difficult conversations
- Avoidance and escalation
- Facts, assumptions and emotions
- Choosing the right time and setting
Preparing the conversation
Participants learn a practical structure for preparing feedback, accountability and sensitive conversations.
- Defining the issue
- Clarifying the desired outcome
- Planning key messages
- Anticipating reactions
Leading the conversation
Participants practise opening and guiding conversations with clarity and respect.
- Starting clearly
- Using calm and direct language
- Listening actively
- Managing tone and body language
Responding to tension
Participants learn techniques for responding to defensiveness, emotion, disagreement or avoidance.
- De-escalation techniques
- Handling resistance
- Staying composed
- Reframing and clarifying
Closing with accountability
Participants practise closing conversations with agreed actions and clear next steps.
- Summarising agreements
- Clarifying responsibilities
- Following up
- Maintaining the relationship
Approach difficult conversations with structure and composure.
Participants leave with practical conversation frameworks they can use for feedback, performance, conduct, stakeholder tension and team accountability conversations.
Available for private teams and leadership groups.
This course can be delivered live online, onsite or through a hybrid format. Private delivery can include scenarios relevant to managers, HR teams, public-sector supervisors or corporate team leads.
Live Online
Interactive facilitator-led training for distributed teams. Delivered via video conferencing with full participation and real-time activities.
Onsite Workshop
Delivered at your workplace or a selected venue. Ideal for building shared language and culture across a co-located team.
Hybrid Program
A blended format combining online modules and onsite delivery, with follow-up resources and optional coaching sessions.
Private Training Available
Build confidence in workplace conversations.
Register your interest and tell us about your audience, conversation challenges and preferred delivery format.
Other courses in the suite.
Leading with Emotional Intelligence
A facilitator-led emotional intelligence course for Australian APS, government and corporate teams. Build self-awareness, trust, communication and leadership capability.
Strategic Communication for Professionals
A practical communication course for Australian APS, government and corporate professionals. Improve written, verbal and stakeholder communication.
Influence, Negotiation and Stakeholder Engagement
A practical stakeholder engagement and influence course for Australian APS, government and corporate teams. Build ethical influence, negotiation and relationship capability.
Frequently asked questions.
Have a question not answered here? Reach out and we'll help you determine whether this course is the right fit.
Interested in Managing Difficult Conversations?
Register your interest and we'll contact you with suitable delivery options for your team or organisation.