This course equips professionals with the tools to navigate challenging conversations calmly and effectively. You'll learn to plan ahead, stay in control, listen with empathy, and respond with purpose. By understanding different communication styles,
you’ll improve outcomes, reduce conflict, and build stronger workplace relationships—before, during, and after any difficult conversation.
You’ll learn how to:
Define the intent, desired outcome, and structure of the conversation to stay focused and achieve meaningful results.
Choose the right setting and maintain emotional safety to encourage openness and reduce defensiveness in difficult conversations.
Use persuasive language, control your body language, and stay composed to lead conversations with confidence and clarity.
Listen actively, ask the right questions, and use probing techniques to uncover real concerns and build mutual understanding.
Analyze the other person's perspective, motivations, and communication style to adjust your approach and build rapport.
Use communication tools to guide the conversation, manage tension, and remain calm and assertive throughout.
Become an expert in managing difficult customer conversations with confidence. Join our managing difficult conversation training to learn how to speak clearly, build trust, and transform challenging interactions into lasting, positive relationships.
The PD Training Managing Difficult Conversations Course has been highly praised by clients for providing the essential skills needed to approach challenging conversations with clarity and control. Presented in a practical and engaging format, this course builds the knowledge and confidence required to manage sensitive interactions effectively. Our proven approach helps professionals across industries achieve better outcomes in team management, customer service, and HR.
This course is ideal for professionals at all levels who need to handle challenging conversations with clarity, empathy, and control. Whether you're leading a team, working in HR, managing clients, or navigating workplace conflict, this training provides practical tools to help you communicate effectively and achieve positive outcomes—even in the most difficult situations.
"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. Thank you sincerely. "
- Retirement Communities Australia
"Best training I've been to in a long time. Jen was brilliant."
- Australian Federal Police
"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
