Difficult conversations take courage and if avoided, can cause undue stress and anxiety. We may even avoid them which may have harmful impacts on our relationships.

In this practical workshop we will explore how to plan and prepare for a difficult conversation as well as provide you with a 5 step process to assist in undertaking a difficult conversation to ensure you end up with harmonious working relationships.

Contact us to book a course for your business

Difficult conversations take courage and if avoided, can cause undue stress and anxiety. We may even avoid them which may have harmful impacts on our relationships. ​

In this practical workshop we will explore how to plan and prepare for a difficult conversation as well as provide you with a 5 step process to assist in undertaking a difficult conversation to ensure you end up with harmonious working relationships.
Contact us to book a course for your business

Learn these 5 important steps to plan for and have a difficult or courageous conversation

  • State the issue
  • Listen and question
  • Acknowledge and validate
  • Explore solutions
  • Close the conversation with commitment ​

Difficult conversations are almost never about getting the facts right. They are about conflicting perceptions, interpretations, and values.

Douglas Stone, Difficult Conversations: How to Discuss What Matters Most

What you'll learn in our Difficult conversations course

At the end of the difficult conversations course participants will be able to:

  • Identify what may be a difficult conversation and the reasons why we avoid them
  • Plan for a difficult conversation
  • Develop a 5 step process to help guide the process
  • Send a clear assertive message
  • Demonstrate active listening and questioning skills
  • Be aware of and control emotion during the conversation
  • Search for positive outcomes and develop an action plan for future follow up

Who is the course for?

Managers, team leaders and employees who need to prepare for and/or conduct difficult conversations.

Course duration

StressLess Learning works closely in partnership with our valued clients to customise and refine all course content and duration to suit both organisational goals and individual learners requirements. We are able to offer bite sized topic driven sessions between 1 to 2 hours, half day, one and two day courses.

Download PDF Course Outline
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Difficult conversations training topics

difficult conversations

  • What is a difficult conversation?
  • I, we and it
  • Why do we avoid difficult conversations

components of interpersonal Communication

  • Components of communication
  • Word Choice
  • Vague vs Definitive language
  • Words to be aware of
  • Voice
  • Body Language
  • Facial and eye expressions
  • Personal space

Planning for a difficult conversation

  • Establish the purpose of the conversation
  • Focus on objectives

Assertive communication

  • What is assertive communication?
  • Benefits of becoming assertive
  • Communicating assertiveness and confidence
  • Using Fogging, Broken Record, Negative Enquiry and DESC scripting assertive techniques

5 Steps of a difficult conversation

  • Stating the issue
    • Initiating the conversation
    • Being assertive
  • Listen and question
    • Listening habits
    • Listen to understand
    • Demonstrate listening
    • Questioning skills
    • Types of questions
  • Acknowledge and validate
    • Acknowledgement
    • Cognitive dissonance
    • Controlling our emotions
    • Controlling other people’s emotions
  • Solutions
    • Exploring solutions
  • Close the conversation with commitment
    • Gaining commitment
    • Action planning
    • Follow up

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What people say

4.8 out of 5
4.8/5
4.8 out of 5
4.8/5
I have been wanting to do the difficult conversations training course for ages and it was worth the wait. I feel much more assertive and confident when tackling prickly issues with my team now. Can’t wait to put into practice the difficult conversations tools and tips I learnt today.
Jonothan
2020
5 out of 5
5/5
Difficult conversations don’t have to be so difficult anymore. Loved the training. Learnt so much and the trainer was really engaging
Annie
2018
4.9 out of 5
4.9/5
I especially liked the 5 step process to difficult conversations that I can stick to next time I encounter having a difficult conversation with one of my more challenging clients. Good advice that was well facilitated.
Chad
2019