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Difficult Conversations in the Workplace

1 Day Course
Rated 4.79 out of 5 based on 90 customer ratings
(90 customer reviews)


Quote Training At My Workplace

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Course Details

SKU: 2390S Category: Tags: ,

There are no suggested pre-requisites for this management course.

  • Lunch and refreshments
  • Hard copy workbook
  • Capped class sizes
  • eCertificate
  1. Rated 4 out of 5


    facilitator was great

  2. Rated 5 out of 5


    Brendan was great – very knowledgeable and engaging!

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As a manager, it inevitable that you will need to have conversations you would rather not. More often than not it is the tough conversations around poor performance or inappropriate behaviours we find the toughest.
It is critical that when you have these conversations you provide feedback that is constructive, clear, concise, and can actually be acted upon by your staff. Additionally, it is important to be able to those manage emotions that come with receiving constructive feedback. This course will give you confidence to recognise, plan for and manage these conversations. You will also be given the opportunity to practise using specific language and tone to overcome emotional or difficult behaviours during the conversation.


  • Manage workplace interactions up, down and across organisations.
  • Recognise and manage difficult behaviours to achieve a positive outcome.
  • Plan and prepare effectively prior to delivering feedback.
  • Confidently provide structured, clear, concise, constructive and timely feedback.
  • Use effective listening and questioning skills to gain agreement and commitment.
  • Learn how to deal with high emotions during crucial conversations and frame up difficult conversations to get the best results.

Topics Covered

Effective listening
Examine four listening response patterns and determine their advantages and disadvantages.

Effective questions
How to ask open questions to get the best results.

Constructive feedback techniques
Using a range of feedback techniques and matching them to the situation.

Dealing with high emotions
The hardest part of dealing with difficult behaviours is dealing with people’s emotions.

Using your voice
How using the appropriate tone can help calm a difficult situation.

The power of words
How to frame up difficult conversations to get the best results.

Your personal feedback skills
Learn what effective feedback looks like, why people avoid it, and strategies you can use in crucial conversations.

Give or get
The difference between positive and destructive feedback.

Recognising difficult behaviour
Explore specific difficult behaviours and how you as an individual respond.

Managing difficult behaviours
Using assertiveness to express your feelings, needs and wants in an open and non-threatening way.

The ladder of inference
Understand the thinking steps that can lead you to jump to wrong conclusions.

Emotional intelligence
Understand the different functions of your brain and where emotions, thoughts and information are processed.

Communication techniques for feedback
Understanding the communication process.

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