Skip Main Navigation
Page Content

Save This Event

Event Saved

Managing Difficult Conversations

PD Training

Tuesday, 21 April 2020 from 9:00 am to 4:30 pm (NZST)

Managing Difficult Conversations

Ticket Information

Ticket Type Sales End Price * Fee Quantity
Course 7/04/2020 $695.00 $28.80
* Prices include GST

Share Managing Difficult Conversations

Event Details

Managers, team members, owners and employees in New Zealand need to conduct difficult conversations at some time or another. Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.

Understanding, empathy and emotional intelligence skills development are necessary qualities that help  you control difficult conversations before, during and after they occur, so that you can achieve the desired outcome.  Giving critical feedback or dealing with highly-emotional staff can be a challenge, so we designed this course to help you gain not only the skills, but the confidence to manage them appropriately.

This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieve professional success.

The PD Training Managing Difficult Conversations course is now available throughout New Zealand, including Auckland, Wellington, Christchurch and also via instructor-led online training.

Learning Outcomes

  • Predict the results of a conversation
  • Establish the intent of a conversation
  • Identify the desired outcome
  • Manage their body language
  • Speak persuasively
  • Listen actively
  • Use probing techniques
  • Ask the right questions at the right time
  • Establish the purpose of a difficult conversation
  • Create a conversation template
  • Create a personalised action plan
  • Use communication skills to influence and control
  • Maintain safety in a conversation
  • Choose an appropriate place for a conversation
  • Understand and analyse the other person
  • Stay in control of the conversation throughout

Course Outcomes


Managing Difficult Conversations - Lesson 1
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Managing Difficult Conversations - Lesson 2
Choosing to Have the Conversation
  • Considering the Consequences
  • Establishing Your Frame of Reference
  • Establishing Positive Intent
  • Identifying the Desired Outcome
Managing Difficult Conversations - Lesson 3
Toolkit for Successful Conversations
  • Managing Your Body Language
  • Speaking Persuasively
  • Active Listening
  • Asking Questions
  • Probing Techniques
Managing Difficult Conversations - Lesson 4
Choosing the Time and Place
  • Weighing urgency
  • Privacy
  • Consideration
  • Transparency and presence of 3rd parties
Managing Difficult Conversations - Lesson 5
Framework for Difficult Conversations
  • What’s Your Purpose?
  • Steps for a Difficult Conversation
  • Creating a Conversation Template
Managing Difficult Conversations - Lesson 6
Staying Safe
  • Anticipating conflict
  • Mutual respect
  • Common ground
  • Staying in control
  • When to walk away
  • When things don't work
Managing Difficult Conversations - Lesson 7
Testing the waters
  • Practice and review in class
Managing Difficult Conversations - Lesson 8
Wrap up
  • Course review
  • Action plan
Have questions about Managing Difficult Conversations? Contact PD Training

Save This Event

Event Saved

When & Where

PD Training
Auldhouse, 13 Stanley Street
Christchurch, NZ 8023
New Zealand

Tuesday, 21 April 2020 from 9:00 am to 4:30 pm (NZST)

  Add to my calendar


PD Training

PD Training specialises in ‘Learning that People Remember’

Welcome to PD Training!  We train adults using an approach that is fun and full of practical activities which can be used on the job the very next day. Our unique reinforcement and support system keeps the learning top of mind and is instantly accessible anywhere, anytime, at home or on-the-job.

PD Training is an international training and professional development and services organisation, with approximately 100 specialist trainers across New Zealand, delivering thousands of courses each year in our 16 areas of specialty. 

We look forward to helping you achieve your goals!

Telephone 09 884 0762


  Contact the Organiser

Please log in or sign up

In order to purchase these tickets in installments, you'll need an Eventbrite account. Log in or sign up for a free account to continue.