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Managing difficult conversation

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

Self Paced Foundation Short Courses





Whether it’s asking about a sensitive subject, telling someone they have broccoli in their teeth or confronting a co-worker about their rude behaviour, we all face difficult conversations from time to time. This course will give you a framework that you can use to help you work through tough situations.

Learning Objectives

This course will give you an eight-step process for a difficult conversation, as well as some things to consider when deciding to have the conversation (such as your desired outcome, the time and place, and how to stay safe). You’ll also learn how to speak persuasively, ask good questions, and listen actively.

Course Outline

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

  • Define the frame of reference.
  • Establish a positive intent and the desired outcome.
  • Use good communication skills during a conversation.
  • Draft a script for a difficult conversation.
  • Use specific steps to carry out a difficult conversation.
  • Access additional resources as required.
  • Maintain safety in a conversation.

Participants are eligible to print the certificate of completion upon completion of this course. You may also be eligible to claim CPD credit points towards your industry requirement upon approval by the relevant professional body. Please contact them for approval.