Managing Difficult Conversations

Meaningful Conversations that Matter: A Professional Development Course

Developed by Dr. Marcus Clarkson

Course Overview

We've all felt that tightness in our gut when we know we have a difficult conversation waiting for us at work. Whether it's underperforming, bad news or disputes in the office, these discussions can't always be avoided in the workplace. But many of us resist them, wishing troubles away (not something that often works).

This extensive training delivers actionable frameworks and techniques for navigating challenging workplace conversations with ease and professionalism. Based on real life Australian workplace examples, attendees will discover how to turn those difficult discussions from feared to fruitful and problems into possibilities!

Ideal for: Any team leaders, managers, and practitioners at any level An introduction to the most common difficult conversation scenarios and how to handle them Learn vital communication skills that build rather than break down working relationships.

Learning Outcomes

At the end of this course, the participants will be able to:

Strategise tough dialogue preparation through workflow planning frameworks

Remain professional and cool headed when things heat up in difficult discussions

Communicate tough news while maintaining a good working relationship in a clear and respectful manner

Deal with confrontations and complex emotions with confidence and compassion

Turn conflicts into problem solving with a partner and collaboration opportunities

Document and monitor interventions in order to sustain long term benefits

Adjust your communication style to fit a variety of people and Company cultures

What You Will Learn

Module 1: Basics for Hard Conversations

Why we don't want to have tough conversations…and how much it truly costs us

Identifying types of difficult workplace discussions

Developing the mindset for positive confrontation

The psychology behind defensive reactions

Module 2: Preparing and Planning to be Strategic

The PREPARE framework for conversation planning

Setting clear goals and aspirations

When and how to choose the time, environment, the best and the approach

Gathering facts and anticipating responses

It's important to manage your own emotions before the talk

Module 3: Core Communication Techniques

Mastering 'I' statements and neutral language

Active listening during high stress conversations

Non verbal communication awareness

Realistic scripts and phrase banks for everyday situations

Module 4: Managing Emotional Responses

Watching calmly when others are frazzled or defensive

De-escalation techniques that actually work

Dealing with tears, anger and outright shutdowns

Managing your own emotional triggers

When to pause or reschedule a chat

Module 5: Difficult Conversations Scripts You Can Use and Modify

Performance management discussions

Receiving bad news or bad decisions

Addressing inappropriate workplace behaviour

Budget cuts and resource limitations

Personal hygiene and presentation issues

Workplace conflicts between team members

Module 6: Transforming Conflict into Collaboration

Moving from blame to problem solving

Creating win win in the face of adversity

Building agreements and action plans

Show dignity and respect In other words, you'll want to know how to maintain dignity and respect throughout this process

Strengthening relationships through honest communication

Module 7: Follow Up and Documentation

Proper documentation without opening oneself to legal disputes

Effective follow up strategies

Monitoring and supporting progress

When to tell HR or the boss

Building accountability without micromanaging

Module 8: Meeting and Cultural Modification of new communities

Comprehending speaking styles in Australian workplaces

Tuning your methods for diverse teams

Generational differences in receiving feedback

Remote and hybrid workplace considerations

Creating safe spaces to have hard conversations

Course Summary

Painful conversations need not be relationship breaking conversations. If handled well, with a little preparation and a strong technique, with some practice in reasonable conditions, those conversations are actually the chance to solve problems, clarify expectations, and to really get stronger out of this.

This class is not just theoretical, but practical and actionable. reality based scenarios, work on their own ways of communicating to address issues directly so problems do not spiral.

The end goal being to create leaders in the workplace who are confident and competent in managing tough conversations with balance, professionalism and impact – ultimately leading to better team dynamics, improved communication and a more positive workplace culture in Businesses across Australia.

Throughout the course, participants will learn practical strategies for dealing with difficult behaviours in professional settings, ensuring they can handle even the most challenging workplace interactions with confidence.

Length: Full day or 4 x 2hr modules

Delivery: In person in Melbourne or Australia wide online

There will be: Materials developed as part of this process (full workbook, scenario practice guides and follow up resources).