Managing Difficult Conversations Training

Managers, team members, owners and employees in New Zealand need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.

Understanding, empathy and emotional intelligence skills development are necessary qualities that help  you control difficult conversations before, during and after they occur, so that you can achieve the desired outcome.  Giving critical feedback or dealing with highly-emotional staff can be a challenge, so we designed this course to help you gain not only the skills, but the confidence to manage them appropriately.

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

The PD Training Managing Difficult Conversations course is now available throughout New Zealand, including Auckland, Wellington, Christchurch and also via instructor-led online training.

Please click on the Public Class tab below to view our Managing Difficult Conversations course schedule by city or click the In-House Training tab to receive a free quote for courses delivered at your preferred location.

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
  • Maintain safety in a conversation
  • Choose an appropriate place for a conversation
  • Understand and analyse the other person
  • Stay in control of the conversation throughout

4.7/5

from 227 responses
Download PDF Outline Duration: 1.0 Days
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PDT Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

"I found Mal to be really good.  He knew his subject and put it across clearly.  Not one PPT slide which I thought was fantastic."

BCITO

 

"A very knowledgeable trainer who engaged well with the audience and dealt with curve balls very well. We all enjoyed and got a lot out of the day."

BCITO

 

"Fantastic day held with Mal very positive and very knowledgeable over all Great!"

 

"I wasn't sure initially what I would get from the course. I am now able to be confident with difficult conversations and have learned some techniques to prepare myself for any situation. Thanks Pam for your tutoring style. It suits who I am."

BCITO

 

"I was happy all round and Pam was awesome . She created a great learning environment for us all and kept a great pace for the team involved."

"Outstanding course, thank you very much. Timing was brilliant, content excellent and the relevance of the course was perfect for my working situation. Thanks again. I would highly recommend this course."

BCITO

 

"Kathy provided by far the best PD I have ever attended."

Marcellin College

 

"The reading list in the course manual is very helpful and I will be accessing some of these titles to strengthen my understanding of the topics."

Careerforce

 

"I really enjoyed the course - more time would have been great to work through more scenarios. We have some quite complex needs, so more time would have allowed us to dig into these more. I can't think of anything that wasn't useful."

Volunteer Services Abroad New Zealand

 

"Most useful were the techniques Roydon showed us. Setting ourselves up for those hard conversations."

"The personality traits that can be generic but also very useful in identifying how some people process information and communicate it."

Southern Cross Hospital Christchurch

 

"Looking at the personality of the person that you have to have the conversation with was quite enlightening for me."

"Overall a good positive learning experience with some valuable strategies to use in the future."

UCOL

 

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Managing Difficult Conversations Training Now

Managing Difficult Conversations requires specialised knowledge and skill development because they can be challenging to handle without this support. During this training course, participants are taught how to 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 it, so that they can achieve the desired outcome. It is a necessary skill in the management of human resources, handling of irate customers and team management.

See the Live Online tab for the course outline for the live online course

Course Outline for Managing Difficult Conversations Training

After completing this course, participants will have learned to:

Topic 1

Introduction

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Topic 2

Choosing to Have the Conversation

  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome

Topic 3

Toolkit for Successful Conversations

  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques

Topic 4

Choosing the Time and Place

  • Weighing urgency
  • Privacy
  • Consideration
  • Transparency and presence of 3rd parties

Topic 5

Framework for Difficult Conversations

  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template

Topic 6

Staying Safe

  • Anticipating conflict
  • Mutual respect
  • Common ground
  • Staying in control
  • When to walk away
  • When things don't work

Topic 7

Testing the waters

  • Practice and review in class

Topic 8

Wrap up

  • Course review
  • Action plan
 

4.7/5

from 227 responses
Download PDF Outline Duration: 1.0 Days

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Managing Difficult Conversations Training Now

We create training that meets your needs.

1-hour Motivator

3-hour Power Sessions

Full Day Training

Conferences & Summits

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  • AT YOUR WORKPLACE
  • ONLINE

We’ll make things easier so you can focus on adding more value

We take care of all of the details, so you don’t have to:

  • Invite people to
    training
  • Sign
    In Sheet
  • Generate Branded
    Course Flyers
  • PDF’S of
    Certificates
  • Collects and
    Reports Feedback
  • Complete Results
    Dashboard

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.

Want to get clear on impacts and measure success? We support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts and then report on the success in the weeks or months after training.

Do you already have a training management system and wish they were automatically up to date?

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your learning and development partner.

We look forward to working with you, talk to one of our friendly expert consultants today.
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Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year
  • Or get the $110.00 bundle and save

Asking Questions

The most important foundation for communication and building meaningful relationships is listening, develop your skills with this micro eLearning course.

Bite size learning that people love

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