Managing Difficult Conversations

Team in coworking space voting some colleagues

Duration 1-2 day (s)


There comes a time when all managers, team leaders, business owners and employees need to conduct difficult conversations. Perhaps to manage client expectations over a project that’s not meeting its deadline, managing employee performance, making team members redundant or dealing with behaviour that doesn’t meet workplace standards or expectations. Whatever the circumstance, the issue needs to be confronted, but the conversation does not need to be confrontational.

Difficult conversations can be successfully managed to achieve the most positive outcomes.

This training teaches participants about different communication styles, how to manage their own emotions in charged situations, and how to ‘control’ the conversation to keep it steered towards reaching the end goal: the desired outcome. It also helps participants to understand personality types in order to communicate effectively.

Target Audience

This training is highly beneficial for anyone at any level of the organisation. The training will be specifically customised by Glass Rock Solutions for your group of attendees.

Learning Outcomes

By the end of this program, participants will:

  • Identify and be able to clearly articulate the outcome
  • Ascertain the results sought from the conversation in consideration of the desired outcome
  • Understand the power of intent and be able to clarify the intent of the other party(ies)
  • Maintain safety in the conversation
  • Choose the appropriate place for the conversation
  • Work with the physical space to support the conversation
  • Be able to read the personalities in the room
  • Recognise the emotions in themselves and in the room
  • Utilise body language to manage the conversation
  • Understand the framework of persuasion to manage the conversation
  • Utilise the framework of persuasion to facilitate a way forward
  • Be able to use questions to keep the conversation open and resolution focused
  • Be able to manage the conversation and lead it to a position of understanding.

Book now

Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.


    “Probably the best course I have participated in DTZ.”

    Donna, DTZ



    Simone Heaperman - Landcom Program Manager

    When Simone Heaperman, the program manager, picked up the phone to speak with Preetie Shehkkar at Glass Rock Solutions, she had much to address and set right.


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    When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.


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