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