Managing Difficult Conversations

Managers, team members, 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 positive outcomes.

Understanding and skill development are necessary qualities that help in keeping you in control of difficult conversations before, during and after it so that you can achieve the desired outcome.

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.

Managing Difficult Conversations
Learning Outcomes
Course Outline
In-House
Training
Public Class
  • 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 day course

    Inclusions:


    Top Trainer

    Certificate

    Paper or BYOD tablet

    Tailored Training

    Reinforcement



    + beat the forgetting curve with the

    Pre-Class Activities | Always Available Courseware | On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.



    Managing Difficult Conversations testimonials

    "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 happpy all round and Pam was awesome . She created a great learning enviroment for us all and keeped a great pace for the team envolved."

    "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

     




  • Course Outline - Managing Difficult Conversations

    Download Managing Difficult Conversations Outline

    Foreword:

    Managing Difficult Conversations requires specialised knowledge and skill development because they are tough to handle without it. 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 it so that they can achieve the desired outcome. It is a necessary skill in the management of human resources, handling of 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

    Clients and testimonials

    In-House training benefits:

    • tailored to your team at no extra cost
    • cost effective - great group pricing
    • you choose the day, duration, place and time
    • flexible length - sessions as short as 1-hour
    • greatest impact in the shortest time
    • great team building opportunity
    • more convenient, people don't need to go off-site
    • World's leading reinforcement system

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator

    These 60-90 minute sessions are highly motivating and thought provoking

    3-hour Power Sessions
    3 hour power session

    3-hour power sessions are targeted and flexible around your operational needs.

    Full-day training
    full day training

    Full day courses delivered with a strong focus on activities and participation.No death by PowerPoint here!

    Conferences
    Conferences

    We can run workshops or provide keynote speakers. Let us provide the highlight of your conference.

    Personalised | Remembered | Applied

    Pre-Class Activities | Always Available Courseware |
    On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

    Report on your Success
    • Easier Planning
    • Faster Administration
    • Simple comprehensive
      reporting
  • Public Class Dates for Managing Difficult Conversations

    Details:

    • Time: 9:00 a.m. - 4:30 p.m.
    • Small classes, average 5 people, max 16
    • Click a date below to book
    • Prices excl. GST
    • Pay on Invoice or by Credit Card

    Questions:

    Inclusions:


    Top Trainer

    Certificate

    Lunch &
    Refreshments

    Printed Courseware

    Or go paperless
    Location Date 1 Date 2 Date 3 Date 4
    Auckland
    338 Ponsonby Road Ponsonby 1011
    Oct 26
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 6
    1 day course
    $495.00
    Click to book
    Filling fast
    Jan 31
    1 day course
    $495.00
    Click to book
    Filling fast
    Mar 26
    1 day course
    $495.00
    Click to book
    Filling fast
    Wellington
    Level 8, 11 Hunter Street Wellington 6011
    Oct 26
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 6
    1 day course
    $495.00
    Click to book
    Filling fast
    Jan 31
    1 day course
    $495.00
    Click to book
    Filling fast
    Mar 26
    1 day course
    $495.00
    Click to book
    Filling fast
    Christchurch
    13 Stanley Street, Sydenham Christchurch 8023
    Oct 26
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 6
    1 day course
    $495.00
    Click to book
    Filling fast
    Jan 31
    1 day course
    $495.00
    Click to book
    Filling fast
    Mar 26
    1 day course
    $495.00
    Click to book
    Filling fast
Not exactly what you needed? Try other courses in the Management and Supervision Courses Category

 
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Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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