Managing Difficult Conversations Training Course

public class booking button group training booking button

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
Managing Difficult Conversations

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
Duration: 1.0 day course



Reviews

Managing Difficult Conversations Reviews:

"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

 




Course Outline
Managing Difficult Conversations

Download Managing Difficult Conversations Training Course Outline

Foreword:

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.

Managing Difficult Conversations - Lesson 1
Introduction
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Managing Difficult Conversations - Lesson 2
Choosing to Have the Conversation
  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome
Managing Difficult Conversations - Lesson 3
Toolkit for Successful Conversations
  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques
Managing Difficult Conversations - Lesson 4
Choosing the Time and Place
  • Weighing urgency
  • Privacy
  • Consideration
  • Transparency and presence of 3rd parties
Managing Difficult Conversations - Lesson 5
Framework for Difficult Conversations
  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template
Managing Difficult Conversations - Lesson 6
Staying Safe
  • Anticipating conflict
  • Mutual respect
  • Common ground
  • Staying in control
  • When to walk away
  • When things don't work
Managing Difficult Conversations - Lesson 7
Testing the waters
  • Practice and review in class
Managing Difficult Conversations - Lesson 8
Wrap up
  • Course review
  • Action plan
 

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


Delivery Options for In-house training

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

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

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

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

Want to get clear on impacts and measure success? Our system and expert consultants 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.

Measure metrics your way

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

Training APIs

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.

Public Class Dates for
Managing Difficult Conversations

Details:

  • Time: 09:00:00 - 16:30:00
  • Small classes, average 5 people, max 16
  • Prices excl. GST
  • Lunch and refreshments included
  • Pay on Invoice or by Credit Card

Questions:

  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)

UNLIMITED TRAINING FOR AN
ENTIRE YEAR FOR LESS THAN THE
COST OF 3 DAYS OF TRAINING

learn more

Location Date 1 Date 2 Date 3 Date 4
Auckland
Auldhouse Computer Training, Three Lamps , 338 Ponsonby Road Ponsonby NZ 1011
February 12
1.0 day course
$695.00
Filling fast
April 21
1.0 day course
$695.00
Filling fast
June 5
1.0 day course
$695.00
Filling fast
August 10
1.0 day course
$695.00
Filling fast
Wellington
Auldhouse, JacksonStone House, , Level 8, 11 Hunter Street Wellington NZ 6011
February 12
1.0 day course
$695.00
Filling fast
April 21
1.0 day course
$695.00
Filling fast
June 5
1.0 day course
$695.00
Filling fast
August 10
1.0 day course
$695.00
Filling fast
Christchurch
Auldhouse, 13 Stanley Street, Sydenham Christchurch NZ 8023
February 12
1.0 day course
$695.00
Filling fast
April 21
1.0 day course
$695.00
Filling fast
June 5
1.0 day course
$695.00
Filling fast
August 10
1.0 day course
$695.00
Filling fast

When you book a Public Class with PD Training you can expect:

PDT Activities and discussion

To Be Engaged All Day

Activities and discussion for engaged learning all day.

Real world trainer

An outstanding trainer

On average PDT trainers have 15 years industry experience 7 years training experience.

Tailored training

Focussed on you

We always tailor activities and scenarios to be relevant to you.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

Confidence of booking

Acclaimed Provider

The confidence of booking with an acclaimed multi national training company.

eLearning and video

Multi-modal Reinforcement

Support, reinforcement & extension eLearning and videos in the App.

Orgmenta app

Embed Learning A great training course is only the beginning to lasting change.

To help you get lasting change from training we engage your participants

Before training

Pre course activity & chat with the trainer about personal learning goals

During training

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

After training

  • Participants can access course materials and extension content + more
  • If they picked an accountability buddy, they will have that meeting as well

We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)

All made easy via our orgmenta participant app

More ways we can help achieve lasting change include:

1. Make it Stick Packs - 6 months of 10-15 minute activities to run at meetings

Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. Follow-Up Coaching by our Trainers

Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. Physical Products - visual reminders to keep key concepts alive

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.

We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.

REACH to my Team
Visualizer / Reminder

The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.

The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.

REACH to my Team Visualizer / Reminder guidelines for use

  • For this activity the simplest way to plot all participants on the REACH Grid is by generating TEAM Insights Report from the REACH Ecosystem which will give the position of everyone participating.
  • Place the REACH Team Visualizer / Reminder on a flat surface, preferably a wall, where it is clearly visible. Ask participants to mark their REACH position on the grid with a sticky dot. Recommend that participants put their initials on the sticky dot so they can easily locate themselves later. Each person’s REACH can revealed one at a time in a group activity. This allows for everyone to identify the dynamic that they will have with each other. Are they in the same quadrant or are the polar opposites? How do they "REACH" each other?
  • When you construct this activity with participants who have not seen their REACH score, they begin to develop a sense of self-awareness and their blind spots as well as of those around them.
  • The REACH Team Visualizer / Reminder is a powerful way to keep Team Dynamics and REACH alive. It can be revisited on a regular basis, people can be added, removed or moved by simply adding, removing or moving dots.
Download REACH Team Dynamic Visualiser guidelines

Keep it Alive
REACH Cubes

REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.

Keep it Alive REACH Cubes Activity 1 – Thinking Outside the Square

When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.

Are they the Advisor focused on detail and doing?

or a Coach focused on People and Action?

This brings a whole new level of empathy building and appreciation for the strength of thinking differently.

Keep it Alive REACH Cubes Activity 2 – Grow Your REACH in your space

After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.

Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:

The Desk Stack:

Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.

Think Before I Act:

Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.

Download REACH Cubes Activity File

Learn to REACH
Labels

Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.

The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.

These work well after training when stuck to people’s monitors or workstations.

View all of the REACH Training and reinforcement products Here
Not exactly what you needed? Try other courses in the Management and Supervision Courses Category


Managing Difficult Conversations Training
4.72 out of 5 from 184 responses
 
shadow