Great employees aren't born; they're trained! We make learning simple, enjoyable and cost-effective. With business noew recovering from the Covid-19 lockdown, we understand that your organisation may have a limited budget for learning and development. That's why we can help you and your people with live (classroom or virtual) or self-paced online via our e-Courses.

How to Navigate Difficult Conversations

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- How to Navigate Difficult Conversations -

Course Overview

Difficult conversations are inevitable in any workplace. Unfortunately having difficult conversations can end up creating undue stress, misunderstandings, unhappiness and personal tensions. Difficult conversations not managed well will  impair and can even destroy relationships.

Rather than avoid difficult conversations, how about you take some time to learn how to handle them with colleagues and even customers more effectively.

By the end of the training, you will have developed a stronger ability to handle these and other challenging conversations with increased confidence.

As a result of this training, you’ll find that your team relationships will improve, there will be increased levels of trust, fewer problems, better teamwork and of course higher productivity between you and your colleagues.

Key Learning Outcomes

  • Understand the nature of difficult conversations and what it takes to handle them
  • Identify the seven stages of handling difficult conversations
  • Use empathy in a way that minimises negative responses and strengthens relationships
  • Apply best practices for preparing, initiating and delivering the conversation
  • Discover how to generate solutions and bring the conversation to a close

Topics Covered

  • Types of conversations people find it difficult to carry out and the reasons why they are difficult
  • Using empathetic language to establish trust and understanding
  • Key methods for getting the conversation off on a good start
  • Techniques for delivering the message tactfully, respectfully and productively
  • Best practices for listening and responding
  • Common types of difficult responses and strategies for coping with them
  • How to generate alternatives and solutions
  • Guidelines for bringing closure to the conversation and tips for following up on the conversation.

Why Learn Online?

Learning new skills online can be perfect for organisations and employees for the following reasons:
  • You only have one or a few employees to train and develop (on a specific training topic)
  • Getting a trainer to your location could be difficult or cost-prohibitive
  • The employees you want to train work from home or are part-time
  • You don’t have the resources to cover for the employees you want to be trained, so allowing them to the training online means they won’t need to leave their work areas
  • Your training budget is limited, and online learning is more cost-effective
  • You want your people trained in a wide range of skills this year,’s online learning provides much better value to get everyone involved in learning and developing themselves.
  • Learn on a desktop
  • Watch on a Tablet
  • Take the training on a Smartphone
  • Develop skills at work or at home